What are the responsibilities and job description for the Customer Success Manager - Commercial Accounts position at Darktrace?
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 a Customer Success Manager for the Commercial Tier, you will be responsible for onboarding customers, managing risk, and ensuring successful renewals across a portfolio of commercial accounts. Your primary goal is to drive adoption and deliver measurable outcomes that lead to renewals, expansion, and advocacy. You will work closely with Sales, Technical Resources, and Cyber Threat Analysts to ensure customers achieve maximum value from their deployments.
Commission Structure
Commission will be awarded for renewal and expansion conversion within your portfolio, based on an annual, team-based quota. A passion for learning about cybersecurity and AI, combined with a commitment to delivering exceptional customer service, is essential.
Key Duties & Responsibilities
Benefits:
Job Description:
As a Customer Success Manager for the Commercial Tier, you will be responsible for onboarding customers, managing risk, and ensuring successful renewals across a portfolio of commercial accounts. Your primary goal is to drive adoption and deliver measurable outcomes that lead to renewals, expansion, and advocacy. You will work closely with Sales, Technical Resources, and Cyber Threat Analysts to ensure customers achieve maximum value from their deployments.
Commission Structure
Commission will be awarded for renewal and expansion conversion within your portfolio, based on an annual, team-based quota. A passion for learning about cybersecurity and AI, combined with a commitment to delivering exceptional customer service, is essential.
Key Duties & Responsibilities
- Operate in a low-touch model, focusing on onboarding, managing at-risk and escalated accounts, and ensuring renewal. Monthly or quarterly check-ins are not required.
- Manage a portfolio of 100–150 Commercial Tier customers to maximize utility from deployments and grow Annual Recurring Revenue (ARR).
- Conduct Value Alignment sessions pre-renewal with client leadership to secure renewal.
- Present, discuss, and demonstrate cybersecurity solutions to security professionals as needed.
- Identify opportunities by aligning products to evolving customer needs.
- Analyze engagement levels to assess risk and execute action plans to improve account health.
- Manage escalations to resolution, leveraging cross-functional teams.
- Share best practices and mentor developing Customer Success Managers.
- 2–3 years in Customer Success, Project Management, Business Development, Technical Account Management, Client Service, or Consulting.
- Strong communication and presentation skills, with the ability to engage senior business professionals across industries.
- Familiarity with networking technology (preferred) and foundational cybersecurity knowledge.
- Excellent time management, organization, self-motivation, and ability to work collaboratively.
- Hybrid work model, 2-3 days a week in local Darktrace office
Benefits:
- 100% medical, dental and vision insurance, plus dependents
- Paid parental leave
- Pet insurance Discount
- Life insurance
- Commuter benefits
- 401(k)
- Employee Assistance Program
Salary : $75,000 - $85,000