Customer Success Manager

Darktrace

26d•Hybrid

About The Position

As a Customer Success Manager (CSM) for the BENELUX mid market/commercial 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. This role is hybrid with minimum 3 days a week in our London or Amsterdam office. What will I be doing: You’ll manage a high-volume portfolio of accounts, focusing on approaches to drive scale engagement, adoption, retention of your customers and the growth of our Darktrace Platform. This role requires a proactive mindset, strong organisational and project management skills, relationship-building skills, and the ability to collaborate cross-functionally with technical and commercial teams to deliver value at every stage. You’ll 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 touchpoints 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 select accounts Drive product adoption and usage through engagement and education Collaborate with marketing to assist in establishing processes to automate and scale engagement across your book of business Monitor account health devising and executing scalable plans to improve Collaborate with Sales to help them identify upsell opportunities which they can execute on 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 Engage with partners to assist in scaling engagement, drive adoption, utilisation and improve overall health across your book of business

Requirements

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
Fluent in Dutch and English (written and spoken)

Nice To Haves

Experience with Salesforce, Gainsight, or similar CRM/CS platforms is a strong advantage
Familiarity with MEDDPICC or other sales qualification methodologies is preferred
Highly organised, proactive, and comfortable in a fast-paced, dynamic environment
Interest in cybersecurity and AI; technical expertise is helpful but not required

Responsibilities

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 select accounts
Drive product adoption and usage through engagement and education
Collaborate with marketing to assist in establishing processes to automate and scale engagement across your book of business
Monitor account health devising and executing scalable plans to improve
Collaborate with Sales to help them identify upsell opportunities which they can execute on
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
Engage with partners to assist in scaling engagement, drive adoption, utilisation and improve overall health across your book of business