Manager, Customer Success, Emerging Accounts

Are you passionate about customer success, coaching and ready to lead a dynamic team in the cybersecurity industry? Darktrace is currently expanding its Customer Success team, which will provide the successful candidate an opportunity to gain valuable experience in the rapidly evolving cyber security industry.

We are seeking a Manager of Customer Success to oversee your own and your team book of business, ensuring our clients receive exceptional service and support. This role offers an exciting opportunty to drive customer adoption, retention, and growth across a diverse portfolio of accounts.

Key Duties & Responsibilities

• Lead and Manage Team: Oversee a team of customer success managers, providing mentorship, coaching, and guidance. Foster a high-performance culture and motivate the team to achieve exceptional results.
• Customer Relationship Management: Build and maintain strong relationships with key customers. Handle escalations and ensure customer satisfaction, particularly for high-profile accounts.
• Drive Customer Outcomes: Focus on driving adoption, renewals, expansion, and advocacy within your own and your team book of business. Identify opportunities for upselling and cross-selling in collaboration with the sales team.
• Industry Expertise: Stay informed about the cybersecurity industry, particularly in the ANZ region. Understand the unique needs of our customers and anticipate market trends and challenges.
• Cross-Department Collaboration: Work closely with other departments, including sales, product, and support, to ensure a seamless customer experience. Communicate effectively to align team efforts with broader company goals.
• Technical Acumen: Utilise customer success tools and software to manage relationships and track performance. Have a basic understanding of the technical aspects of our products and services.
• Results-Oriented Approach: Focus on meeting or exceeding customer success targets, including customer retention, expansion, and advocacy.

For this role you need to be tenacious, driven and have the following skill set:

• Experience in Customer Success: 1 - 3 years of experience in customer success roles with a clear progression in responsibilities. Proven track record of leading and developing customer success teams.
• Leadership and Management Skills: Demonstrated ability to lead, mentor, and coach a team. Strong decision-making and problem-solving skills.
• Customer Relationship Expertise: Expertise in building and maintaining customer relationships. Experience managing high-profile accounts and handling escalations.
• Communication Skills: Excellent written and verbal communication skills. Strong interpersonal skills to build rapport with team members and customers.
• Technical Knowledge: Familiarity with enterprise networking technology and cybersecurity solutions.
• Business Acumen: Strong business acumen and negotiation skills, with a focus on achieving customer and company goals.
• Consultative & Project Management Skills: Strong consultative and project management skills, including the ability to run workshops, elicit requirements, define success criteria, and manage the execution of success plans with customers.
• Educational Background: Minimum B equivalent grade point average from a leading University. Relevant certifications in customer success, management, or cybersecurity are a plus.
• Cultural Fit: Strong alignment with our company’s values and culture. Ability to thrive in a diverse and dynamic environment within the ANZ region.

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.