Customer Success Manager

Customer Success Manager, Commercial and Mid-Market

The Customer Success Manager will manage a high volume portfolio of approximately 200 named Commercial and Mid-Market accounts. The role focuses on driving product adoption, customer outcomes, retention, and expansion across a diverse customer base. You will work closely with Sales, Technical teams, and Cyber Threat Analysts to ensure that customers achieve ongoing value from their Darktrace investment. Commission is awarded for increasing Net Revenue Retention by identifying and progressing upsell and renewal opportunities that align to a quarterly quota. You should bring a passion for learning about cybersecurity and AI, combined with a strong commitment to delivering an excellent customer experience.

Key Duties and Responsibilities

Manage a portfolio of around 200 Commercial and Mid-Market customers, ensuring strong adoption and continued value realisation. Conduct value add sessions with customer stakeholders to support outcomes, alignment, and continuous improvement. Present and discuss Darktrace cyber threat defence solutions with IT and security teams to help customers understand product capability.

Growth, Renewal, and Value Realisation

Identify and progress upsell and cross-sell opportunities by aligning customer needs to relevant Darktrace use cases. Support renewal readiness by ensuring customers are positioned for success throughout their subscription term. Guide customers in developing long term adoption plans that are aligned to their business goals.

Customer Health and Risk Management

Analyse customer engagement and usage behaviour to identify areas of risk or stagnation. Create and execute action plans to restore or improve account health. Manage and coordinate customer escalations through collaboration with internal teams to ensure timely and effective resolution.

Cross-Functional Collaboration

Work closely with Sales, Technical Resources, and Cyber Threat Analysts to ensure smooth deployments, strong adoption, and consistent customer outcomes. Contribute insights that support account strategy and ongoing value creation.

Team Contribution

Support team projects, process improvements, and best practice development. Contribute to documentation, templates, and internal resources that improve efficiency and customer experience.

Qualifications and Experience

• Two to five years of experience in Customer Success, Account Management, Project Management, Business Development, Technical Account Management, Client Services, or Consulting.
• Strong communication and presentation skills, with confidence engaging senior business stakeholders.
• Familiarity with networking or cybersecurity concepts is preferred but not required.
• Excellent time management skills, strong self-motivation, and the ability to work effectively within a team.