Customer Success Manager - 12 Month Fixed Term Contract

Customer Success Manager (CSM)

Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI.

The Darktrace Active AI Security Platform™ delivers a proactive approach to cyber resilience to secure the business across the entire digital estate – from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace's platform and services are supported by over 2,400 employees around the world.

As a Customer Success Manager (CSM) for the Mid-Market and Commercial segment, you will be responsible for guiding customers through their journey with Darktrace, ensuring rapid time-to-value and sustained success throughout the contract lifecycle. You'll manage a high-volume portfolio of accounts, focusing on driving adoption, retention, and growth of our Darktrace Platform. This role requires a proactive mindset, strong organizational skills, relationship-building skills, and the ability to collaborate cross-functionally with technical and commercial teams to deliver value at every stage.

This role is hybrid with minimum 3 days a week in our Paris office.

What will I be doing:

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 touch points 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 accounts

Drive product adoption and usage through engagement and education

Monitor account health

Collaborate with Sales to identify and execute upsell opportunities

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

What experience do I need:

Proficiency in English and French (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 preferred

Familiarity with MEDDPICC or other sales qualification methodologies is a strong advantage

Highly organised, proactive, and comfortable in a fast-paced, dynamic environment

Interest in cybersecurity and AI; technical expertise is helpful but not required

Benefits:

25 days' holiday + all public holidays,

Additional day off for your birthday,

Life & disability insurance,

Medical insurance,

Meal vouchers,

Employee Assistance Program.