Enterprise Customer Success Manager

Customer Success Manager

In the Customer Success role, you will be managing a variety of named accounts across our global customer base. You will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. Commission will be awarded for increasing Net Revenue Retention (NRR) within your portfolio, by identifying and driving upsells and renewals, based on a quarterly quota. You should have a passion to learn about cybersecurity and AI, while always wanting to deliver the best service to our customers.

Please note: This role is hybrid. Three days out of the Chicago office.

Key Duties & Responsibilities:

• As a Customer Success Manager, you will manage a portfolio of 30-40 existing Darktrace customers to maximize their utility from Darktrace deployments and grow their Annual Recurring Revenue (ARR). You will report to the Director of Customer Success and collaborate with Sales, Technical Resources, and Cyber Threat Analysts.
• Conduct business reviews with client executive leadership and health checks on the deployment to drive satisfaction and desired business outcomes.
• Present, discuss, and demonstrate Darktrace cyber threat defense solutions to CISOs and information security experts as required.
• Identify, nurture, and negotiate upsell and cross-sell opportunities by aligning our suite of products to our customers' evolving use cases and needs.
• Ensure customers are set up for success and facilitate the renewal at the end of the subscription term.
• Analyze customer engagement levels to assess risk and execute action plans to progress account health.
• Manage customer escalations to resolution, leveraging cross-functional teams within the business.
• Mentor developing Customer Success Managers on the team by sharing best practices and helping ramp up new team members.
• Build strategic partnerships with Renewal Directors, Sales, Cyber Technology Specialists, and other internal teams to drive alignment and develop tailored solutions for complex accounts.

Qualifications & Experience:

• A minimum of 5 years of experience in a role that encompasses Customer Success, Project Management, Business Development, Technical Account Management, Client Service, or Consulting.
• Strong communication and presentation skills, with the ability to effectively communicate with senior business professionals across every industry vertical.
• Familiarity with enterprise networking technology (preferred, not required) and a foundational understanding of cybersecurity concepts.
• Strong time management skills, self-motivation, and the ability to work effectively as part of a team.

Compensation: We are able to offer $100k-$120k base plus commission 80/20 split. Final offer will be determined on location and years of experience

Benefits:

• 100% medical, dental and vision insurance, plus dependents
• Paid parental leave
• Pet insurance discount
• Life insurance
• Commuter benefits
• 401(k)
• Employee Assistance Program