Customer Success Manager

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:

As a Customer Success Manager (CSM) for the DACH mid market/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.

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

What will I be doing:

You’ll manage a high-volume portfolio of accounts, focusing on approaches to drive scale engagement, adoption, retention of your customers and the growth of our Darktrace Platform. This role requires a proactive mindset, strong organisational and project management skills, relationship-building skills, and the ability to collaborate cross-functionally with technical and commercial teams to deliver value at every stage.

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 touchpoints 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 select accounts

• Drive product adoption and usage through engagement and education

• Collaborate with marketing to assist in establishing processes to automate and scale engagement across your book of business

• Monitor account health devising and executing scalable plans to improve

• Collaborate with Sales to help them identify upsell opportunities which they can execute on

• 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

• Engage with partners to assist in scaling engagement, drive adoption, utilisation and improve overall health across your book of business

What experience do I need:

• Fluent in German and English is essential (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 is a strong advantage

• Familiarity with MEDDPICC or other sales qualification methodologies is preferred

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

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

Benefits:

• 30 days’ holiday + all national public holidays,

• Additional day off for your birthday,

• Occupational pension,

• AD&Di-Insurance,

• Life insurance,

• Disability insurance,

• Employee Assistance Program.