Customer Success Manager, Darktrace
SKILLS
FULL DESCRIPTION
Customer Success Manager, [Employer hidden — view at passion-project.co.uk]
Company: [Employer hidden]
Location: London
Work Type: Hybrid
Job Type: Full-time
Experience Level: Mid-Senior level
Salary: Salary not provided
About the Role
This role requires a proactive mindset, strong organisational and project management skills, relationship-building skills, and the ability to collaborate cross-functionally with technical and commercial teams to deliver value at every stage
- Fluent in Dutch and English, French is a nice to have (written and spoken)
- Experience in Customer Success, Account Management, or similar roles
- Proven ability to manage a large portfolio and drive retention and growth outcomes
- Strong communication, stakeholder management, and relationship-building skills
- Experience with Salesforce, Gainsight, or similar CRM/CS platforms is a strong advantage
- Familiarity with MEDDPICC or other sales qualification methodologies is preferred
- Highly organised, proactive, and comfortable in a fast-paced, dynamic environment
- Interest in cybersecurity and AI; technical expertise is helpful but not required
What the job involves
As a Customer Success Manager (CSM) for the BENELUX mid market/commercial segment, you will be responsible for guiding customers through their journey with [Employer hidden], ensuring rapid time-to-value and sustained success throughout the contract lifecycle
You’ll manage a high-volume portfolio of accounts, focusing on approaches to drive scale engagement, adoption, retention of your customers and the growth of our [Employer hidden] Platform
You’ll work closely with Customer Success Engineers, Solutions Engineers, Renewals Managers, Onboarding specialists, Cyber Infrastructure Engineers, and Sales to ensure customers are supported both technically and commercially
Higher ACV accounts will receive increased touchpoints and tailored engagement strategies
- Own the customer journey from onboarding to renewal, ensuring fast time-to-value and continuous alignment with business goals in collaboration with onboarding specialists /renewals managers/Technical roles/Sales
- Build and maintain strong relationships with key stakeholders across select accounts
- Drive product adoption and usage through engagement and education
- Collaborate with marketing to assist in establishing processes to automate and scale engagement across your book of business
- Monitor account health devising and executing scalable plans to improve
- Collaborate with Sales to help them identify upsell opportunities which they can execute on
- Partner with technical teams to resolve escalations
- Mitigate churn risks through strategic planning
- Advocate for customer needs internally and contribute to product development feedback
- Prioritise accounts based on risk, opportunity, ACV and strategic value to tailor engagement
- Engage with partners to assist in scaling engagement, drive adoption, utilisation and improve overall health across your book of business
Company Benefits
- 23 days paid holiday plus UK bank holidays, increasing to 25 days after two years’ service
- Additional birthday day off
- Salary Sacrifice pension scheme with 4% employer contribution and minimum 5% employee contribution
- Optional BUPA private medical insurance for you and your immediate family
- Life assurance with a benefit of 4x your annual basic salary
- Employee Assistance Programme offering both on-line and telephone support and resources to you and your family
- Cycle to work scheme
- Active social and charity initiatives including our matched charitable giving scheme and employee recognition scheme
About [Employer hidden]
With the rise of sophisticated cyberattacks, the need for cutting-edge defence mechanisms has never been more critical. [Employer hidden] addresses this challenge by leveraging AI-enabled threat detection technology, enabling organisations to swiftly identify and respond to abnormal network activity.
By utilising machine learning algorithms, [Employer hidden] allows businesses to combat a wide range of cyber threats, from data breaches to insider attacks. This safeguards their digital assets and helps them maintaining operational resilience.
The company's recent acquisition by private equity giant Thoma Bravo marks a significant milestone in its journey. The acquisition provides [Employer hidden] with access to a strong financial partner and deep software sector expertise, positioning it to further enhance its capabilities as a leading AI cybersecurity business.