Key Facts

Remote From:

Full time

English

Hard Skills

Key Management Customer Success Management Stakeholder Communications Cross-Functional Collaboration Escalation Management Customer Engagement Account Management Project Management Demonstration Skills Client Services Solution Architecture Business Development Risk Analysis Sales Management Enterprise Network Security

Other Skills

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Negotiation
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Consulting
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Communication
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Analytical Skills
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Teamwork
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Organizational Skills
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Mentorship
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Self-Motivation
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Relationship Management
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Presentations
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Problem Solving

Roles & Responsibilities

5+ years of experience in Customer Success, Project Management, Business Development, Technical Account Management, Client Services, or Consulting.
Exceptional communication and presentation skills, with the ability to engage senior leaders across industries.
Familiarity with enterprise networking technologies and foundational cybersecurity concepts (preferred but not required).
Strong organizational skills, self-motivation, and ability to work both independently and collaboratively.

Requirements:

Manage a portfolio of 12–16 existing Darktrace customers, maximizing deployment value and driving ARR growth.
Conduct executive business reviews and deployment health checks to ensure satisfaction and strategic alignment.
Identify, nurture, and negotiate upsell and cross-sell opportunities, and facilitate renewals for long-term customer success.
Partner closely with the Director of Customer Success, Sales, Technical Resources, and Cyber Threat Analysts to coordinate efforts and present Darktrace’s cyber defense solutions to CISOs and security leaders.

Job description

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. To learn more, visit http://www.darktrace.com.

Job Description:

We are inviting expressions of interest for our Customer Success – Key Accounts role. In this position, you will manage a diverse portfolio of named accounts across our global customer base, driving adoption, value realization, and customer advocacy. Your success in the role will directly support renewals, expansion opportunities, and long-term customer satisfaction.

This is an ideal opportunity for someone passionate about cybersecurity, AI, and delivering world‑class customer experience. The commission structure is based on identifying and nurturing upsells and renewals tied to an annual quota.

Please note: Candidates must be located near one of our offices in the US.

Key Responsibilities

Manage a portfolio of 12–16 existing Darktrace customers, maximizing deployment value and driving ARR growth.
Partner closely with the Director of Customer Success, Sales, Technical Resources, and Cyber Threat Analysts.
Conduct executive business reviews and perform deployment health checks to ensure satisfaction and strategic alignment.
Present, demonstrate, and discuss Darktrace’s cyber defense solutions with CISOs and security leaders.
Identify, nurture, and negotiate upsell and cross‑sell opportunities that align with customer needs and use cases.
Facilitate seamless renewals by ensuring customers are set up for long‑term success.
Analyze engagement metrics to assess risk, strengthen account health, and execute targeted action plans.
Lead customer escalation management through cross‑functional coordination.
Mentor and support developing Customer Success Managers by sharing best practices and onboarding guidance.
Build strong internal partnerships to design tailored solutions for complex or strategic accounts.

Qualifications & Experience

5+ years of experience in Customer Success, Project Management, Business Development, Technical Account Management, Client Services, or Consulting.
Exceptional communication and presentation skills, with the ability to engage senior leaders across industries.
Familiarity with enterprise networking technologies and foundational cybersecurity concepts (preferred but not required).
Strong organizational skills, self‑motivation, and comfort working both independently and collaboratively.