Senior Strategic Customer Success Manager

Icp Darktrace Holdings Limited - New York, NY

Full-time - Mid Level

New York, NY

About the position

The Senior Strategic Customer Success Manager at Darktrace is responsible for enhancing customer satisfaction, retention, and growth through a proactive approach. This role involves developing strong relationships with key stakeholders, understanding their business goals, and aligning Darktrace's AI-powered solutions to meet their evolving needs. The ideal candidate will have a proven track record in delivering exceptional customer experiences to enterprise-level organizations and collaborating with cross-functional teams.

Responsibilities

• Manage a portfolio of 10-15 strategic existing and new Darktrace customers, ensuring maximum utility from their deployment and growing Annual Recurring Revenue (ARR).
• Identify, nurture, and negotiate upsell and cross-sell opportunities by aligning products to customers' evolving needs.
• Conduct regular business reviews with client executive leadership and health checks on deployment and workflow usage to drive satisfaction and desired outcomes.
• Present and demonstrate Darktrace cyber threat defense solutions to CISOs and information security experts, aligning with clients' business objectives.
• Ensure customers are set up for success, identify renewal risks, and drive action plans for successful renewals.
• Serve as the primary post-sales contact, ensuring effective communication.
• Forecast renewals and upsell/cross-sell opportunities accurately to leadership.
• Drive successful onboarding and implementation of Darktrace technology with engineering resources.
• Analyze customer engagement levels to assess risk and execute action plans to improve account health and value delivery.
• Create customized customer success plans based on goals and challenges, holding customers accountable and reporting impact.
• Manage customer escalations to resolution, leveraging cross-functional teams.
• Collaborate with various internal teams to support customer success initiatives.
• Act as a customer advocate within Darktrace, providing feedback to product and development teams.
• Maintain a deep understanding of products and industry trends to inform customers.

Requirements

• 5+ years of experience in Customer Success for enterprise-level clients, Project Management, Business Development, Account Management, Client Service, or Consulting.
• Proven success in managing complex customer relationships and driving customer satisfaction and retention.
• Experience supporting upsells and renewals with growth quota targets.
• Ability to manage complex and crisis situations confidently.
• Effective communication skills with C-level professionals across industries.
• Experience driving strategic motions, including value propositions and outcome-based engagements.
• Familiarity with enterprise networking technology or SaaS experience is preferred.
• Strong communication and presentation skills.
• Willingness to travel to accounts across the region.
• Strong time management skills and self-motivation.
• Ability to prioritize and manage multiple complex customer accounts simultaneously.
• Experience with first-level technical triage and knowing when to involve stakeholders.
• Ability to work effectively as part of a team.
• Bachelor's degree from an accredited university.

Nice-to-haves

• Familiarity with enterprise networking technology or SaaS experience.

Benefits

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