Expression of Interest - Customer Success - Key Accounts

Darktrace•New York, NY

20d•$100,000 - $125,000

About The Position

We are inviting expressions of interest for our Customer Success – Key Accounts role. In this position, you will manage a diverse portfolio of named accounts across our global customer base, driving adoption, value realization, and customer advocacy. Your success in the role will directly support renewals, expansion opportunities, and long-term customer satisfaction. This is an ideal opportunity for someone passionate about cybersecurity, AI, and delivering world‑class customer experience. The commission structure is based on identifying and nurturing upsells and renewals tied to an annual quota. Please note: Candidates must be located near one of our offices in the US.

Requirements

5+ years of experience in Customer Success, Project Management, Business Development, Technical Account Management, Client Services, or Consulting.
Exceptional communication and presentation skills, with the ability to engage senior leaders across industries.
Strong organizational skills, self‑motivation, and comfort working both independently and collaboratively.

Nice To Haves

Familiarity with enterprise networking technologies and foundational cybersecurity concepts (preferred but not required).

Responsibilities

Manage a portfolio of 12–16 existing Darktrace customers, maximizing deployment value and driving ARR growth.
Partner closely with the Director of Customer Success, Sales, Technical Resources, and Cyber Threat Analysts.
Conduct executive business reviews and perform deployment health checks to ensure satisfaction and strategic alignment.
Present, demonstrate, and discuss Darktrace’s cyber defense solutions with CISOs and security leaders.
Identify, nurture, and negotiate upsell and cross‑sell opportunities that align with customer needs and use cases.
Facilitate seamless renewals by ensuring customers are set up for long‑term success.
Analyze engagement metrics to assess risk, strengthen account health, and execute targeted action plans.
Lead customer escalation management through cross‑functional coordination.
Mentor and support developing Customer Success Managers by sharing best practices and onboarding guidance.
Build strong internal partnerships to design tailored solutions for complex or strategic accounts.