Customer Success Manager

Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI.

The Darktrace Active AI Security Platform delivers a proactive approach to cyber resilience to secure the business across the entire digital estate – from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace’s platform and services are supported by over 2,400 employees around the world. To learn more, visit http://www.darktrace.com.

Job Description

As a Customer Success Manager at Darktrace, you will be responsible for managing a portfolio of named accounts across our global customer base. Your focus will be on ensuring customers achieve maximum value from their Darktrace deployments, driving strong adoption and long-term satisfaction. You’ll play a critical role in fostering renewals, uncovering expansion opportunities, and turning customers into advocates. This is a revenue-generating role, with commission tied to your ability to increase Net Revenue Retention (NRR) through successful upsells and renewals on a quarterly basis.

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

What Will I Be Doing

In this role, you will lead the customer journey post-sale, developing strong relationships with key stakeholders and acting as a strategic advisor to help customers achieve their security objectives. You’ll regularly conduct business reviews and deployment health checks with customer leadership to ensure alignment and uncover potential risks or growth opportunities. Presenting and demonstrating Darktrace’s AI-driven cybersecurity solutions to CISOs and technical teams will be a key part of the job, requiring you to clearly communicate value in both technical and business terms.

You will be expected to proactively identify upsell and cross-sell opportunities, working closely with Sales, Renewal Directors, and Solutions Engineers to build tailored proposals that meet the evolving needs of each account. You'll monitor engagement data and other success metrics to assess account health and take action to address any issues that could impact retention. In cases where escalations occur, you’ll coordinate with cross-functional teams to resolve them swiftly and effectively. As a senior member of the team, you’ll also support the development of junior Customer Success Managers, sharing best practices and contributing to team growth.

What Experience Do I Need

To be successful in this role, you should have experience in a client-facing role such as Customer Success, Technical Account Management, Business Development, Consulting, or Project Management. You’ll need a proven ability to manage enterprise relationships, drive adoption, and influence retention and expansion outcomes. Strong communication and presentation skills are essential, especially when working with senior business and technical leaders across a variety of industries.

While direct cybersecurity or enterprise networking experience is a plus, it’s not required-we’re looking for someone with the curiosity and motivation to learn quickly. You should be highly organised, self-driven, and comfortable balancing multiple priorities in a fast-paced, collaborative environment. Above all, you must have a genuine passion for delivering exceptional customer experiences and a strong interest in cybersecurity and AI.

Benefits

• 24 days’ holiday + All national public holidays,
• Additional day off for your birthday,
• Life insurance,
• Medical insurance,
• Employee Assistance Program.