SMB Customer Success Manager - Reston, United States - Darktrace Limited
Description
Customer Success Manager Accelerator TeamIn the Customer Success role, you will be managing a number of named accounts across our global customer base. You will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.
Commission will be awarded for increasing Net Revenue Retention (NRR) within your portfolio, by identifying and driving upsells and renewals, based on a quarterly quota.
You should have a passion to learn about cyber security and AI, while always wanting to deliver the best service to our customers.
Our team of expert trainers have designed an onboarding program to equip you with the knowledge and skills required to successfully get out of the starting blocks.
Over the first 3 months of joining Darktrace our education team will provide training across multiple topics and disciplines ranging from Industry, Technology and Product all the way through to Systems, Process and Soft Skills training.
Our team at Darktrace are here to help and support you every step of the way as you begin your career at Darktrace.
Responsibilities:
Manage a portfolio of 50-60 existing Darktrace customers, ensuring that each customer gains maximum utility from their Darktrace deployment with an objective of growing their Annual Recurring Revenue (ARR).
Regularly conduct business reviews with client executive leadership and health checks on the deployment to drive satisfaction and desired business outcomes.
Identify, nurture, and negotiate upsell and cross-sell opportunities by aligning our suite of products to our customers' evolving use cases and needs
Responsible for ensuring that customers are set up for success and facilitate the renewal at the end of subscription term
Analyze customer engagement levels to assess risk and execute action plans to progress account health.
Manage customer escalations to resolution, leveraging cross-functional teams within the business.
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:
A personable, friendly & genuine approach, allowing an individual to build long-lasting relationships with a wider range of stake holders
Ability to manage in complex and crisis situations in a confident and calm manner
Capable of working at scale/managing a portfolio
3.0 GPA from approved university list
1-2 years in a customer facing role: AE/CSM/BDR
B2B sales or account management experience
Consistent track record of achieving sales targets
Commitment to hybrid work policy
Benefits we offer:
20 days of paid time off, 10 paid holidays and your birthday off
100% medical, dental, vision insurance + 100% for dependents
Commuter benefits
401(K)
Pet insurance
Life insurance
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