Senior Manager, Customer Success

Darktrace•Los Angeles, CA

About The Position

Darktrace is a global leader in AI for cybersecurity, founded in 2013, that protects nearly 10,000 organizations from unknown threats using its proprietary AI. The Darktrace Active AI Security Platform™ delivers a proactive approach to cyber resilience across the entire digital estate. The company has over 2,400 employees and has filed over 200 patent applications. As the Senior Manager, Customer Success (WEST) team, you will lead, coach, and develop a high-performing organization of Customer Success Managers (CSMs) dedicated to driving value and long-term success for customers across the Southwest Territory, including CA, PHX, NV, UT, ID, and more. You will oversee the complete customer lifecycle—from onboarding through renewal—ensuring measurable improvements in customer activation, adoption, retention, expansion, and satisfaction. A critical requirement for this role is prior experience directly managing or leading Customer Success teams. You will also serve as the senior escalation point and strategic voice of the customer, collaborating closely with Professional Services, Sales, Success Engineering, Support, Channel, and other Go-To-Market (GTM) partners to deliver unified, impactful customer outcomes. This role reports directly to the Director of Customer Success.

Requirements

10 + Experience in Customer Success, Sales, or Project Management in an Enterprise SaaS environment.
5+ years leading a CSM or Account Management Team.
Proven experience in subscription-based models: renewals, negotiations, upselling, cross-selling.
Track record of operational excellence, strategic prioritization, and empathetic team leadership.
Strong understanding of the cybersecurity landscape and regional GTM dynamics.
Demonstrated success leading, inspiring, and scaling high-performing teams.
Strong grasp of recurring revenue value drivers and enterprise account strategy.
Passion for cybersecurity, customer advocacy, and development.

Responsibilities

Lead, mentor, and develop the Southwest Customer Success team, ensuring consistent excellence across all markets.
Apply deep regional knowledge to guide customer strategy, team processes, and cross-functional alignment.
Support career development, operational rigor, and leadership readiness across the Southwest CSM team.
Own Gross Revenue Retention and reduce churn across the Southwest Enterprise portfolio.
Drive customer value realization to support strong renewals and expansions.
Maintain accurate forecasting across retention and growth KPIs.
Champion a frictionless, value-driven customer journey across every touchpoint.
Partner closely with Sales, Renewals, Professional Services, Success Engineering, Support, and Channel to deliver cohesive customer outcomes.
Serve as the primary escalation point for customer issues.
Represent the voice of customer to internal stakeholders and influence product, process, and strategic decisions.
Implement scalable processes to support rapid growth across the Southwest Team.
Empower the team to innovate, solve problems, and deliver exceptional customer experiences.
Manage competing priorities with expert judgment and clarity in a dynamic, evolving environment.