Manager, Customer Success

Darktrace Ltd; Camden Town; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading cybersecurity firm in Camden Town is looking for a Manager for their Mid-Market and Commercial Customer Success team. You will lead a team focused on customer retention and satisfaction while strategically influencing internal priorities. The ideal candidate will excel in a dynamic environment, fostering high performance and delivering exceptional customer outcomes.

Benefits

23 days' holiday plus public holidays

Additional day off for birthday

Private medical insurance

Life insurance

Pension scheme

Enhanced family leave

Employee Assistance Program

Cycle to work scheme

Qualifications

• Experience leading or mentoring high-performing teams.
• Strong executive presence with senior customer stakeholders.
• Demonstrated success in customer retention and advocacy.
• Deep understanding of customer health metrics.
• Strategic thinker for customer success improvements.

Responsibilities

• Lead and inspire the Mid Market and Commercial Account Customer Success team.
• Monitor and analyze key metrics like churn and customer health.
• Act as senior escalation point for complex customer issues.
• Collaborate with internal teams for a unified customer experience.

Skills

Leadership

Strategic planning

Customer advocacy

Operational excellence

Relationship building

Tools

Salesforce

Gainsight

Job description

As a Manager of the Mid-Market and Commercial Customer Success team, you will lead a group of experienced Customer Success professionals. You'll be responsible for driving measurable outcomes across retention, expansion, and customer satisfaction, while ensuring a seamless and value-driven customer journey. You will serve as a senior leader and strategic partner, representing the voice of the customer across internal stakeholders and influencing cross-functional priorities.

This role is ideal for a confident, strategic leader who thrives in complex environments and is passionate about building high-performing teams that deliver exceptional customer outcomes.

Key Responsibilities

• Lead, develop, and inspire the Mid Market and Commercial Account Customer Success team to exceed retention, growth, and activation targets across our largest accounts.
• Define and execute a scalable strategy for account success, aligned with global Customer Success goals.
• Influence internal strategy by representing the needs and opportunities of key accounts.

People Management & Development

• Foster a culture of accountability, ownership, and continuous improvement within the team.
• Coach and develop team members to operate at an executive level with customers, providing feedback and managing performance effectively.
• Navigate complex interpersonal and business dynamics with clarity and confidence.
• Build succession plans and talent pipelines to support long-term team growth and stability.

Operational Excellence

• Monitor and analyze key metrics such as churn, Net Revenue Retention (NRR), product adoption, and customer health across strategic accounts.
• Proactively identify risks and opportunities, driving actions to prevent churn and maximize value realization.
• Ensure consistent usage of tools (e.g., Salesforce, Gainsight) to track and manage account health and engagement.

Customer Advocacy & Engagement

• Where required, join executive-level customer meetings to support strategic planning, de-escalate risks, and reinforce value.
• Act as a senior escalation point for complex customer issues, coordinating cross-functional resolution with urgency and care.
• Champion the voice of the customer internally, driving product and process improvements based on feedback from key accounts.

Cross-Functional Collaboration

• Partner closely with Sales, Support, Product, Engineering, and other teams to deliver a unified customer experience.
• Collaborate with internal stakeholders to co-create solutions that drive customer success and business growth.

Requirements

• Experience leading or mentoring high-performing teams, with a focus on scaled account management.
• Strong executive presence and ability to build trusted relationships with senior customer stakeholders.
• Demonstrated success in customer retention, turnaround, and advocacy.
• Deep understanding of customer health metrics and operational excellence.
• Collaborative mindset with the ability to unite internal teams around customer outcomes.
• Strategic thinker with ideas for evolving and improving the Mid Market and Commercial 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.

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.