Customer success Manager- Maternity Cover

Darktrace•Madrid, IA

8d•Hybrid

About The Position

As a Customer Success Manager (CSM) for the Enterprise segment, you will be responsible for guiding customers through their journey with Darktrace, ensuring rapid time-to-value and sustained success throughout the contract lifecycle. You’ll manage a high-volume portfolio of accounts, focusing on driving adoption, retention, and growth of our Darktrace Platform. This role requires a proactive mindset, strong organisational skills, relationship-building skills, and the ability to collaborate cross-functionally with technical and commercial teams to deliver value at every stage. This role is hybrid with minimum 3 days a week in our Madrid office.

Requirements

Proficiency in English and Spanish is a must; Portuguese is desirable but not essential.
Experience in Customer Success, Account Management, or similar roles
Proven ability to manage a large portfolio and drive retention and growth outcomes
Strong communication, stakeholder management, and relationship-building skills
Experience with Salesforce, Gainsight, or similar CRM/CS platforms preferred
Familiarity with MEDDPICC or other sales qualification methodologies is a strong advantage
Highly organised, proactive, and comfortable in a fast-paced, dynamic environment
Interest in cybersecurity and AI; technical expertise is helpful but not required

Nice To Haves

Portuguese is desirable but not essential.
Experience with Salesforce, Gainsight, or similar CRM/CS platforms preferred
Familiarity with MEDDPICC or other sales qualification methodologies is a strong advantage
Interest in cybersecurity and AI; technical expertise is helpful but not required

Responsibilities

Work closely with Customer Success Engineers, Solutions Engineers, Renewals Managers, Onboarding specialists, Cyber Infrastructure Engineers, and Sales to ensure customers are supported both technically and commercially.
Higher ACV accounts will receive increased touch points and tailored engagement strategies.
Own the customer journey from onboarding to renewal, ensuring fast time-to-value and continuous alignment with business goals in collaboration with onboarding specialists /renewals managers/Technical roles/Sales
Build and maintain strong relationships with key stakeholders across accounts
Drive product adoption and usage through engagement and education
Monitor account health
Collaborate with Sales to identify and execute upsell opportunities
Partner with technical teams to resolve escalations
Mitigate churn risks through strategic planning
Advocate for customer needs internally and contribute to product development feedback
Prioritise accounts based on risk, opportunity, ACV and strategic value to tailor engagement