Strategic Customer Success Manager



Customer Service, Sales & Business Development
New York, NY, USA
Posted on Tuesday, June 20, 2023

Founded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect more than 8,400 customers from the world’s most complex threats, including ransomware, cloud, and SaaS attacks.

Our roots lie deep in innovation. The Darktrace AI Research Centre based in Cambridge, UK, has conducted research establishing new thresholds in cyber security, with technology innovations backed by over 130 patents and pending applications. The company’s European R&D center is located in The Hague, Netherlands.

Headquartered in Cambridge, UK, Darktrace has more than 2,400 employees located globally. Customers include public sector agencies, education institutions, media, organizations supplying critical infrastructure, and businesses of all sizes worldwide.

This is an excellent opportunity to join a fast-growing company, named one of TIME magazine’s “Most Influential Companies” for 2021 and one of Fast Company’s “Most Innovative AI Companies” in 2022. For more information on our cutting-edge technology, visit

In the Customer Success, Strategic Accounts role, you will be managing a number of named accounts across our global customer base. You will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. You should have a passion to learn about cyber security and AI, while always wanting to deliver the best service to our customers.

Key Duties & Responsibilities

  • Manage a portfolio of existing Strategic Darktrace customers, ensuring that each customer gains maximum utility from their Darktrace deployment.
  • Manage customer escalations to resolution, leveraging cross-functional teams within the business.
  • Work closely with Darktrace Commercial Directors, Account Executives, Subject Matter Experts, Technical Resources and Cyber Threat Analysts who will support you in performing your role.
  • Have excellent organizational and project management skills, working with high valued customers in a pressurized environment.
  • Constantly conduct health checks to drive satisfaction and retention.
  • Present, discuss and demonstrate Darktrace cyber threat defense solutions to CISOs and information security experts as required.

Qualifications & Experience

  • 3 to 5 years experience in a role that encompasses Customer Operations, Customer Success, Technical Account Management, Client Service or Consulting.
  • Ability to manage in complex and crisis situations in a confident and calm manner.
  • Able to effectively communicate with senior business professionals across every industry vertical.
  • Familiarity with enterprise networking technology.
  • Strong communication and presentation skills.
  • Willing to travel to accounts across the region.
  • Strong time management skills, self-motivation and to be goal-orientated at all times.
  • Able to effectively work as a part of team.
  • Bachelors degree from an accredited university or comparable professional experience.


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