Customer Success Manager

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Oversee a portfolio of current Darktrace clients to enhance their experience with Darktrace solutions and increase their Annual Recurring Revenue (ARR).

• Report directly to the Director of Customer Success while collaborating with Sales, Technical Resources, and Cyber Threat Analysts.

• Conduct business reviews with client executive leadership and perform health checks on the deployment to ensure satisfaction and achieve desired business outcomes.

• Present, discuss, and showcase Darktrace cyber threat defense solutions to CISOs and information security professionals as needed.

• Identify, cultivate, and negotiate upsell and cross-sell opportunities by aligning our product offerings with our customers’ changing use cases and requirements.

• Ensure customers are positioned for success and assist with the renewal process at the conclusion of the subscription term.

• Analyze customer engagement levels to evaluate risk and implement action plans to enhance account health.

• Manage customer escalations to resolution by leveraging cross-functional teams within the organization.

• Mentor junior Customer Success Managers on the team by sharing best practices and assisting in onboarding new team members.

• Develop strategic partnerships with Renewal Directors, Sales, Cyber Technology Specialists, and other internal teams to foster alignment and create customized solutions for complex accounts.

⛳️ Requirements

• At least 5 years of experience in a role that involves Customer Success, Project Management, Business Development, Technical Account Management, Client Service, or Consulting.

• Excellent communication and presentation skills, with the capability to engage effectively with senior business professionals across various industry sectors.

• Familiarity with enterprise networking technology (preferred but not mandatory) and a basic understanding of cybersecurity principles.

• Strong time management abilities, self-motivation, and the capability to work effectively within a team environment.

🏝️ Benefits

• 18 days of annual leave

• 100% coverage for medical and dental insurance

• Life Insurance

• Employee Assistance Program