Darktrace
- Manager, Customer Success - Enterprise
Manager, Customer Success - Enterprise
Customer Service · Toronto, Canada
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.
Expectations of this role:
- You will be responsible for managing a team of Enterprise Customer Success Managers focused on Canadian Enterprise accounts.
- Responsible for driving usage, adoption, renewal, and expansion of Darktrace products, and growing ARR. Measured on total team goal attainment; key metrics are ACV, Expansion Pipeline, and Customer Engagement
- Participates in emerging management program and/or works with leader in Darktrace to support leadership growth.
- Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI
- Committed to self-guided learning and professional development to support growth in role.
- Provides exceptional leadership, vision, and support to empower their individual teams as well as upholds a strong team culture and sets the tone for the wider team, including difficult coaching conversations; demonstrated success in both balancing strategic goal setting and tactical execution
- Acts as primary escalation point for team to the Sr. Leadership, orchestrating resources across the company as appropriate
- Participates in corporate development methods, techniques and evaluation criteria for projects, programs and people to identify and address gaps in skills and resources
- Leads the creation and development of collaborative content: guidelines, templates, best practices, etc.
- Shares responsibility for direction of the region/segment and able to achieve that with minimal direction
- Shares responsibility with Director for hiring needs of their team with in assigned region – participating in how best to upskill and scale team and ensure high quality of training and effective oversight of onboarding supported by team lead
- You have 4+ years of sales, sales engineering or customer success experience, with a proven track record of managing customer relationships and driving renewals.
- You have 1-2+ years of management experience with a proven track record of driving success
- Exceptional communication, negotiation, and presentation skills.
- You lead effectively in a highly dynamic and fast-paced environment.
- Possess strong technical and commercial acumen.
- You are passionate and enthusiastic about Cybersecurity, Customers and Darktrace.
Org chart
No direct reports