Customer Success Manager - JHB at Darktrace

Job Description

In the Customer Success role, you will be managing accounts across our global customer base. You will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. You should have a passion to learn about cyber security and AI, while always wanting to deliver the best service to our customers.

Working as part of a close knit and supportive team, you will be managing a portfolio of Darktrace customers, ensuring that each customer gains maximum utility from their Darktrace deployment.

Full and ongoing training will be provided as you further develop your relationship building skills, working to meet client needs and further business opportunities.

This role is hybrid based out of our Johannesburg office, attending a minimum of 2 days a week.

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

Responsibilities:

• Regularly conducting business reviews with client executive leadership to drive satisfaction and desired business outcomes,
• Presenting, discussing, and demonstrating Darktrace cyber threat defence solutions to CISOs and information security experts,
• Identifying and nurturing upsell and cross-sell opportunities by aligning our suite of products to our customers’ evolving use needs,
• Responsible for ensuring that customers are set up for success and facilitate the renewal at the end of subscription term,
• Monitoring customer engagement levels to assess risk and execute action plans to progress account health,
• Work closely with Darktrace Engagement Directors, Account Executives, Subject Matter Experts, Technical Resources and Cyber Threat Analysts who will support you in performing your role.

Candidate requirements:

It is likely that you’ll be personable with a friendly and warm approach, you’ll naturally be building long-lasting relationships with a wide range of stakeholders working well in a team. You’ll be keen to use your relationships management and communication skills to achieve goals, you’ll be excited about working to achieve targets.

You’ll be comfortable working across a wide client portfolio, demonstrating a process orientated approach and the ability to juggle competing demands. We don’t require any previous cyber security or sales experience, but you’ll be able to quickly understand technical information, with the ability to process large amounts of information and training quickly.

Applications are welcome from strong graduate candidates, and those with some prior customer facing sales experience.

• You’ll have at least 3 years experience in a customer facing role, this could be as an Account Executive, Customer Success Manager or Business Development Executive position (Essential)
• You’ll be comfortable working in a target driven environment (Essential)