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Customer Success Manager

Customer Service · Melbourne, Australia

Job description

Founded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect more than 9,000 customers from the world’s most complex threats, including ransomware, cloud, and SaaS attacks.

Our roots lie deep in innovation. The Darktrace AI Research Centre based in our Cambridge, UK headquarters, has conducted research establishing new thresholds in cyber security, with technology innovations backed by over 130 patents and pending applications.

For more information on our cutting-edge technology, visit darktrace.com.

About Us:

We are a leading cybersecurity company dedicated to protecting our customers' digital environments. Our Customer Success team plays a critical role in ensuring that our customers achieve their desired outcomes and maximise the value of our solutions. We are seeking a motivated and experienced Customer Success Manager to join our team and help drive customer satisfaction, retention, and growth.

Role Overview:

The Customer Success Manager (CSM) will be responsible for managing a portfolio of enterprise accounts, building strong relationships with customers, and ensuring they receive exceptional support throughout their journey with us. This role will involve working closely with cross-functional teams, including Sales, Product, and Support, to ensure customer needs are met and exceeded.

Ke Responsibilities:

  • Act as the primary point of contact for existing Darktrace customers, developing and maintaining strong, long-lasting relationships.
  • Drive customer adoption and success by understanding customer objectives and providing strategic guidance and best practices.
  • Monitor customer health and proactively address potential challenges to ensure high levels of satisfaction and retention.
  • Conduct regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions with customers.
  • Collaborate with internal teams to advocate for customer needs and influence product roadmap based on feedback.
  • Identify growth opportunities within accounts and work with Sales to support upsell and cross-sell initiatives.
  • Track and manage customer success metrics, including adoption and retention.
  • Provide onboarding support and training to new customers to ensure a smooth implementation process.
  • Have excellent organisational and project management skills, working with high valued customers in a pressurised environment.

Qualifications:

  • 3+ years of experience in Customer Success, Account Management, Client Service, Consulting, or a related role, preferably in cybersecurity or technology.
  • Proven track record of managing and growing customer accounts.
  • Strong communication, negotiation, and interpersonal skills.
  • Ability to understand complex technical concepts and translate them into value-driven conversations.
  • Strong analytical skills and the ability to use data to drive decisions.
  • Self-motivated, detail-oriented, and able to work independently in a fast-paced environment.

Why Join Us:

We are a young and dynamic company experiencing rapid growth. We value hard work, commitment, and a dedication to excellence. Joining our team offers the opportunity to work in a fast-paced environment, contribute to our mission of providing top-tier cybersecurity solutions, and grow professionally in a supportive and collaborative setting.

For more information about our products and company, please visit our website.

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