Accelerator Customer Success Director



Customer Service, Sales & Business Development
Los Angeles, CA, USA
Posted on Tuesday, September 5, 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

Job Summary

Darktrace is looking for an experienced leader to manage our one of our Customer Success teams. Reporting to the VP of Accelerator Customer Success for the Americas, the Customer Success Director will oversee the day-to-day operations of a diverse team of CS Team Leads and CSMs across our US offices, supporting their professional development through coaching and mentorship. The successful candidate will be responsible for ensuring our clients successfully adopt and realize value; exceeding our customer retention targets across the Americas Accelerator region. Within this role you will partner with the regional Sales and Renewals teams, to ensure that our customers are seeing the full value of the software, leading to a successful renewal and expansion opportunities.

Location – Seattle, Los Angeles, San Francisco, Denver

Key Duties & Responsibilities

  • Take ultimate responsibility for growing Net Dollar Retention and reducing churn for Regional Accelerator territory.
  • Own all renewals for Regional Accelerator territory and drive expansion within existing customer base through upsells and cross-sells.
  • Responsible for developing and maintaining accurate team forecasts against retention and growth targets.
  • Develop a collaborative, customer-first, and sales centric team culture.
  • Direct performance management activities of multiple teams of CSMs; coach and guide teams through renewal and expansion negotiations.
  • Nurture existing talent and create a culture of excellence across the organization.
  • Invest in building a set of proactive managers that focus on effective communication both internally & externally.
  • Act as the primary escalation point for team, orchestrating resources across the company as appropriate to ensure a successful Customer Journey.
  • Empower team to develop new methods and solve complex matters.
  • Manage competing priorities in an ever-changing environment, displaying expert prioritization.

Qualifications & Experience

  • 7+ years of sales or customer success experience, preferably within an Enterprise SaaS organization. Cybersecurity knowledge is a plus.
  • 4+ years of management experience in a customer facing organization, preferably 1+ year managing managers.
  • Experience in subscription-based and renewal-based business processes (pricing negotiation, objection handling), upselling, or cross-selling.
  • Proven track record of driving operational excellence through confident leadership, strategic prioritization, and empathetic people management.
  • Lead effectively in a highly dynamic and fast-paced environment.
  • Deep understanding of value drivers in recurring revenue business models.
  • Strong technical acumen is a must.
  • Bachelor’s degree from an accredited university.
  • Passionate and enthusiastic about Cybersecurity, Customers and Darktrace.


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