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 9,000 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 our Cambridge, UK headquarters, has conducted research establishing new thresholds in cyber security, with technology innovations backed by over 130 patents and pending applications.

For more information on our cutting-edge technology, visit darktrace.com.

What will I be doing:

Darktrace is looking for an experienced leader to manage our Customer Success UK&I team. Reporting to the VP of Enterprise EMEA, you will oversee the day-to-day operations of a diverse team of CS Team Leads and CSMs, supporting their professional development through coaching and mentorship. As a Customer Success 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.

As a key leader, this role is responsible for driving the usage, adoption, renewal, and expansion of Darktrace products while actively contributing to the growth of Annual Recurring Revenue (ARR). Success is measured by achieving total team goals, focusing on key metrics such as ACV retention, expansion pipeline development, and customer engagement. The role involves creating and maintaining accurate team forecasts to meet retention and growth targets, serving as the primary escalation point to coordinate company-wide resources and ensure an exceptional customer journey.

It also encompasses hiring responsibilities, including scaling and upskilling the team, overseeing high-quality training, and supporting effective onboarding processes through collaboration with team leads. Additionally, this leader engages in corporate development strategies to address skills and resource gaps while providing exceptional vision and support to foster a strong team culture. Balancing strategic goal setting with tactical execution, the role includes managing challenging coaching conversations and inspiring individual teams to deliver outstanding results.

What experience do I need:

You 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. You are driven, dynamic, and curious with strong empathy for customers, their team and passion for cybersecurity, revenue, and growth.

Possessing deep knowledge of the cybersecurity landscape, industry trends, and competitive dynamics,you'll also have a proven ability in driving operational excellence through strategic prioritisation, people management, and confident leadership.

Furthermore, you excel at:

  • Building and managing high-performing teams,
  • Excel in customer-facing management roles, particularly in subscription- and renewal-based business models,
  • Have a strong grasp of value drivers in recurring revenue models, pricing negotiation, upselling, and cross-selling.

This role is hybrid based out of our London office, attending a minimum of 3 days a week.

You may also need to travel, nationally and regionally, to visit clients. 

Benefits we offer:

  • 23 days’ holiday + all public holidays, rising to 25 days after 2 years of service,
  • Additional day off for your birthday,
  • Private medical insurance which covers you, your cohabiting partner and children,
  • Life insurance of 4 times your base salary,
  • Salary sacrifice pension scheme,
  • Enhanced family leave,
  • Confidential Employee Assistance Program,
  • Cycle to work scheme.

 #LI-Hybrid 

 

 

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