Customer Success Lead

1 month ago

Melbourne, Victoria, Australia Darktrace Full time

About Darktrace:

We are a leading cybersecurity company dedicated to protecting our customers' digital environments. Our mission is to free the world of cyber disruption by delivering complete AI-powered solutions.

Role Overview:

The Customer Success Manager will be responsible for managing a portfolio of enterprise 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:

  • Act as the primary point of contact for existing Darktrace customers, developing and maintaining strong, long-lasting relationships.
  • Drive customer adoption and success by understanding customer objectives and providing strategic guidance and best practices.
  • Monitor customer health and proactively address potential challenges to ensure high levels of satisfaction and retention.
  • Conduct regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions with customers.
  • Collaborate with internal teams to advocate for customer needs and influence product roadmap based on feedback.
  • Identify growth opportunities within accounts and work with Sales to support upsell and cross-sell initiatives.
  • Track and manage customer success metrics, including adoption and retention.
  • Provide onboarding support and training to new customers to ensure a smooth implementation process.

Qualifications:

  • 3+ 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.

Why Darktrace:

We are a young and dynamic company experiencing rapid growth. We value hard work, commitment, and a dedication to excellence. This role offers the opportunity to work in a fast-paced environment, contribute to our mission of providing top-tier cybersecurity solutions, and grow professionally in a supportive and collaborative setting.

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