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Customer Success Manager, Enterprise

Job description

About the Company: 
Founded in 2013, backed by KKR, Summit Partners, and NEA, and trusted by over seven thousand enterprises across the globe, this leading cybersecurity company offers a SaaS product suite that proactively fights against complex cyber security threats such as includes insider threats, industrial espionage, IoT compromises, zero-day malware, data loss, supply chain risk, and long-term infrastructure vulnerabilities. The team has been recognized by TIME magazine as one of 2021’s “Most Influential Companies”, has over 1500 employees, 40+ offices, and is a publicly-traded company.

What You’ll Be Doing:

  • Manage a portfolio of existing customers, ensuring that each customer gains maximum utility from their deployment.

  • Manage customer escalations to resolution, leveraging cross-functional teams within the business.

  • Identify upsell and cross-sell opportunities within your portfolio of customers and work with Account Executives and Commercial Directors to drive proof of values.

  • Manage and own the renewal processes from commercial negotiations to deal closure for your portfolio of customers.

  • Work closely with Registered Partners, Commercial Directors, Account Executives, Subject Matter Experts, Technical Resources, and Cyber Threat Analysts who will support you in performing your role.

  • Have excellent organizational and project management skills, working with high-value customers in a pressurized environment.

  • Constantly conduct health checks to drive satisfaction and retention.

  • Present, discuss and demonstrate Darktrace cyber threat defense solutions to CISOs and information security experts as required.

To be successful in this role, you'll need the following:

  • Minimum 3.2-grade point average from a leading University

  • 1 to 3 years experience in a role that encompasses Customer Operations, Customer Success, Technical Account Management, Client Service or Consulting, Sales

  • Ability to manage in complex and crisis situations in a confident and calm manner

  • Able to effectively communicate with senior business professionals across every industry vertical

  • Familiarity with enterprise networking technology

  • Strong business acumen and negotiation skills

  • Strong communication and presentation skills

  • Willing to travel to accounts across the region

  • Strong time management skills, self-motivation and to be goal-orientated at all times

  • Able to effectively work as a part of the team

What is Being Offered:

  • Highly competitive Base 

  • Performance Bonuses 

  • Comprehensive Healthcare

  • 401K Company Match

  • PTO and VTO

  • Quick career growth