Manager, Customer Success
Company
Location
London, England, United Kingdom
Posted At
9/12/2025
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Description
Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI.
The Darktrace Active AI Security Platform™ delivers a proactive approach to cyber resilience to secure the business across the entire digital estate – from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace’s platform and services are supported by over 2,400 employees around the world. To learn more, visit http://www.darktrace.com.
Job Description
As the Manager of the Key Account Customer Success team, you will lead a group of experienced professionals supporting the company’s most strategic and high-value customers. Your mission will be to drive measurable outcomes across retention, growth, and customer satisfaction, while ensuring a seamless and value-driven customer journey. This role is ideal for a confident, strategic leader who thrives in complex environments, excels at executive engagement, and is passionate about building high-performing, customer-centric teams
This role is hybrid with minimum 3 days a week in our London office.
What Will I Be Doing
As Head of Customer Success for Strategic Accounts, your focus will be on defining and executing scalable success strategies that align with our global Customer Success goals. You will lead a team of Key Account Customer Success Managers, inspiring them to deliver outstanding retention, expansion, and activation results.
You will also build trusted relationships with senior stakeholders, act as a strategic advisor, and ensure the voice of our customers shapes product, process, and operational priorities.
You will foster a culture of ownership, accountability, and continuous improvement. Through coaching, mentoring, and performance management, you will empower your team to operate effectively at the executive level, while promoting a growth mindset that embraces continuous learning and adaptability.
Operational excellence will be central to your role. You will monitor key metrics such as churn, Net Revenue Retention, product adoption, and customer health, proactively identify risks and opportunities, and take the lead on high-level escalations. By leveraging customer insights, you will help us continuously improve and reinforce the value we deliver to our customers.
Finally, you will work cross-functionally with Sales, Support, Product, Engineering, and Channel teams to deliver a unified customer experience. Your ability to align strategic account needs with internal priorities and co-create solutions will be critical in driving both customer success and business growth.
What Experience Do I Need
We’re looking for a proven leader in Customer Success and strategic account management who thrives in dynamic environments and is passionate about driving meaningful outcomes for customers. In this role, you will lead and mentor high-performing teams, fostering a culture of excellence and collaboration. You will build trusted relationships with senior customer stakeholders, demonstrating executive presence and strategic influence.
You will be responsible for improving customer retention, expansion, and advocacy, backed by a strong track record of success. Your deep understanding of customer health metrics and operational excellence will be key to driving scalable impact. You’ll bring technical acumen to the table, confidently articulating the business and security value of our product capabilities to both technical and non-technical audiences.
You will embrace a growth mindset and continuously adapt to our fast-evolving environment. Experience with Salesforce and/or Gainsight will be an advantage, especially in managing customer relationships, tracking engagement, and driving retention initiatives. You’ll collaborate across teams, influencing cross-functional stakeholders and contributing to the strategic evolution of our Key Account Customer Success function.
Benefits
The Darktrace Active AI Security Platform™ delivers a proactive approach to cyber resilience to secure the business across the entire digital estate – from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace’s platform and services are supported by over 2,400 employees around the world. To learn more, visit http://www.darktrace.com.
Job Description
As the Manager of the Key Account Customer Success team, you will lead a group of experienced professionals supporting the company’s most strategic and high-value customers. Your mission will be to drive measurable outcomes across retention, growth, and customer satisfaction, while ensuring a seamless and value-driven customer journey. This role is ideal for a confident, strategic leader who thrives in complex environments, excels at executive engagement, and is passionate about building high-performing, customer-centric teams
This role is hybrid with minimum 3 days a week in our London office.
What Will I Be Doing
As Head of Customer Success for Strategic Accounts, your focus will be on defining and executing scalable success strategies that align with our global Customer Success goals. You will lead a team of Key Account Customer Success Managers, inspiring them to deliver outstanding retention, expansion, and activation results.
You will also build trusted relationships with senior stakeholders, act as a strategic advisor, and ensure the voice of our customers shapes product, process, and operational priorities.
You will foster a culture of ownership, accountability, and continuous improvement. Through coaching, mentoring, and performance management, you will empower your team to operate effectively at the executive level, while promoting a growth mindset that embraces continuous learning and adaptability.
Operational excellence will be central to your role. You will monitor key metrics such as churn, Net Revenue Retention, product adoption, and customer health, proactively identify risks and opportunities, and take the lead on high-level escalations. By leveraging customer insights, you will help us continuously improve and reinforce the value we deliver to our customers.
Finally, you will work cross-functionally with Sales, Support, Product, Engineering, and Channel teams to deliver a unified customer experience. Your ability to align strategic account needs with internal priorities and co-create solutions will be critical in driving both customer success and business growth.
What Experience Do I Need
We’re looking for a proven leader in Customer Success and strategic account management who thrives in dynamic environments and is passionate about driving meaningful outcomes for customers. In this role, you will lead and mentor high-performing teams, fostering a culture of excellence and collaboration. You will build trusted relationships with senior customer stakeholders, demonstrating executive presence and strategic influence.
You will be responsible for improving customer retention, expansion, and advocacy, backed by a strong track record of success. Your deep understanding of customer health metrics and operational excellence will be key to driving scalable impact. You’ll bring technical acumen to the table, confidently articulating the business and security value of our product capabilities to both technical and non-technical audiences.
You will embrace a growth mindset and continuously adapt to our fast-evolving environment. Experience with Salesforce and/or Gainsight will be an advantage, especially in managing customer relationships, tracking engagement, and driving retention initiatives. You’ll collaborate across teams, influencing cross-functional stakeholders and contributing to the strategic evolution of our Key Account Customer Success function.
Benefits
- 23 days’ holiday + all public holidays, rising to 25 days after 2 years of service,
- Additional day off for your birthday,
- Private medical insurance which covers you, your cohabiting partner and children,
- Life insurance of 4 times your base salary,
- Salary sacrifice pension scheme,
- Enhanced family leave,
- Confidential Employee Assistance Program,
- Cycle to work scheme.
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