Customer Success Manager, SMB

2 weeks ago

Sydney, New South Wales, Australia Darktrace Full time

This is a Customer Success Manager, SMB role with one of the leading companies in the cybersecurity industry right now, Darktrace, with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the company takes off.

More About the Role at Darktrace

**Role Overview:** The Customer Success Manager (CSM) will be responsible for managing a portfolio of SMB accounts, building strong relationships with customers, and ensuring they receive exceptional support throughout their journey with us. This role will involve working closely with cross-functional teams, including Sales, Product, and Support, to ensure customer needs are met and exceeded.

**Key Responsibilities:**

  • Onboarding New Customers: Guide new customers through the onboarding process, ensuring they understand how to use the product effectively.
  • Customer Relationship Management: Develop and maintain strong relationships with clients to foster loyalty and long-term engagement.
  • Customer Advocacy: Act as the voice of the customer within the company, advocating for their needs and ensuring their feedback is heard.
  • Proactive Support: Monitor customer health metrics and proactively address any issues to prevent churn.
  • Upselling and Cross-Selling: Identify opportunities for upselling and cross-selling additional products or services that could benefit the customer.
  • Customer Training and Education: Provide training sessions and resources to help customers maximise the value of the product.
  • Performance Tracking: Track and report on key performance indicators (KPIs) related to customer success, such as customer retention and growth.

**Qualifications:**

  • 2+ years of experience in Customer Success, Account Management, Client Service, Consulting, or a related role, preferably in cybersecurity or technology.
  • Proven track record of managing and growing customer accounts.
  • Strong communication, negotiation, and interpersonal skills.
  • Ability to understand complex technical concepts and translate them into value-driven conversations.
  • Strong analytical skills and the ability to use data to drive decisions.
  • Self-motivated, detail-oriented, and able to work independently in a fast-paced environment.

If you don't think you're a perfect fit, you should still create a profile, we'll match you to other roles that suit your profile.

Hatch exists to level the playing field for people as they discover a career that's right for them. We model this in our hiring process for our partners like Darktrace.

Applying here is the first step in the hiring process for this role at Darktrace.

We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.

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