Vp Of Customer Success, Ams

Founded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect more than 7,700 customers from the world’s most complex threats, including ransomware, cloud, and SaaS attacks.

Our roots lie deep in innovation. The Darktrace AI Research Centre based in Cambridge, UK, has conducted research establishing new thresholds in cyber security, with technology innovations backed by over 115 patents and pending applications. The company’s European R&D center is located in The Hague, Netherlands.

Headquartered in Cambridge, UK, Darktrace has more than 2,000 employees located across more than 100 countries. Customers include public sector agencies, education institutions, media, organizations supplying critical infrastructure, and businesses of all sizes worldwide.

This is an excellent opportunity to join a fast-growing company, named one of TIME magazine’s “Most Influential Companies” for 2021 and one of Fast Company’s “Most Innovative AI Companies” in 2022. For more information on our cutting-edge technology, visit darktrace.com.

VP, Customer Success, US (Enterprise)

We are looking for an experienced leader to manage our Customer Success organization for the US market. In this role you will oversee the day-to-day operations of a team of 70 CSMs and support customers in our mid-market, Enterprise segment.

You will lead a diverse Customer Success organization, including CS Directors, Team Leads and CSMs across our US offices, supporting their professional development through coaching and mentorship. You will have ownership of renewals in the Enterprise segment and assist in growing strategic relationships with our customers to deliver on expansion opportunities. You are a confident leader with excellent communication skills and proven track record of driving success and optimising the customer journey. The ideal candidate will be driven, dynamic, and curious leader with strong empathy for customers, their team and passion for revenue and growth.

Key Duties & Responsibilities:

• Meaningful interactions with customers as exec support; act as a senior escalation point for respective team.
• Work with other departments to improve Customer experience.
• Work cross-functionally to develop, plan and implement new strategies to enable our rapidly growing customer success team and drive regional direction.
• Responsible for hiring activity across the US Enterprise territory.
• Ultimate responsibility for growing Net Dollar Retention and reducing churn for US Enterprise territory.
• Responsible for forecasting and delivering against retention targets to achieve annual renewal and growth budgets.
• Empower team to develop new methods and solve complex matters.
• Drive expansion within existing customer base through upsells and cross-sells
• Ownership of renewals for US Enterprise segment.
• Direct activities of multiple teams of CSMs including CS Directors, Team Leads and CSMs.

Qualifications & Experience:

• You lead effectively in a highly dynamic and fast-paced environment.
• Exposure to subscription- and renewal-based business processes, upselling, or cross-selling.
• Deep understanding of value drivers in recurring revenue business models.
• Strong technical acumen is a must.
• Bachelor’s degree from an accredited university.
• You have 5+ years of sales or customer success experience, preferably within an Enterprise SaaS organization. Cybersecurity knowledge is a plus.
• You have 3+ years of management experience in a customer facing organization, preferably 1+ year managing managers.
• Proven track record of driving operational excellence through confident leadership, strategic prioritisation and empathetic people management.
• You are passionate and enthusiastic about Cybersecurity, Customers and Darktrace.

Benefits:

• 100% medical, dental and vision insurance, plus dependents
• Life insurance
• Commuter benefits
• Pet insurance
• Paid parental leave