Customer Success Director UK&I



Customer Service, Sales & Business Development
London, UK
Posted on Tuesday, February 6, 2024

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

Customer Success Regional Director, UK&I

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

The successful candidate must have experience in enterprise software sales, pre-sales or customer success in a leadership role, ideally with a focus on account management and retention. Darktrace works with the world’s largest organisations, so the candidate must be comfortable and show experience in working with C-Level executives at multinational organisations. The ideal candidate will be driven, dynamic, and curious with strong empathy for customers, their team and passion for cybersecurity, revenue, and growth.

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


  • Take ultimate responsibility for Gross Revenue Retention and reducing churn for UK&I Enterprise territory.
  • Own all renewals for the UK&I Enterprise 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 prioritisation.

Candidate requirements:

  • Experience in sales, customer success or project management experience, preferably within an Enterprise SaaS organisation (Essential)
  • Management experience in a customer facing organisation (Essential)
  • Experience in subscription- and renewal-based business processes (pricing negotiation, objection handling), upselling, or cross-selling (Essential)
  • Proven track record of driving operational excellence through confident leadership, strategic prioritisation, and empathetic people management (Essential)
  • Strong knowledge of the cybersecurity landscape, including industry trends, solutions, and competitive landscape (Essential)
  • Excellent leadership and team management skills, with a track record of building and managing high-performing teams (Essential)
  • Deep understanding of value drivers in recurring revenue business models (Essential)
  • Passionate and enthusiastic about Cybersecurity, Customers and Darktrace (Essential)

Benefits we offer:

  • 23 days paid holiday plus UK bank holidays, increasing to 25 days after two years’ service,
  • Additional birthday day off,
  • Salary Sacrifice pension scheme with 4% employer contribution and minimum 5% employee contribution,
  • Optional BUPA private medical insurance for you and your immediate family,
  • Life assurance with a benefit of 4x your annual basic salary,
  • Employee Assistance Programme offering both on-line and telephone support and resources to you and your family,
  • Cycle to work scheme,
  • Active social and charity initiatives including our matched charitable giving scheme and employee recognition scheme.