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Strategic Customer Success Director, London

Client:

Location: London, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: fd1ec7426e45

Job Views: 31

Posted: 12.08.2025

Expiry Date: 26.09.2025

Job Description:

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 9,000 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 our Cambridge, UK headquarters, has conducted research establishing new thresholds in cyber security, with technology innovations backed by over 130 patents and pending applications.

For more information on our cutting-edge technology, visit our website.

What will I be doing:

As a leader overseeing the EMEA Strategic Customer Success team, you will manage a group of Strategic Customer Success Managers dedicated to driving usage, adoption, renewal, and expansion of Darktrace products within strategic accounts. You will work with sales and marketing to enhance upsell and cross-sell strategies to maximize ROI, and you’ll play a key role in aligning team success with key metrics, including ACV, Expansion Pipeline, and Customer Engagement.

You will collaborate closely with sales and marketing to refine upsell and cross-sell strategies. Engaging in Darktrace's emerging management program, you'll support leadership development, ensuring your team is aligned with the company's growth objectives.

Your leadership will set the tone for team culture, emphasising empowerment and accountability, with an emphasis on clear goal setting and operational execution. Acting as the main escalation point for your team, you will work with Senior Leadership and coordinate resources across the company as needed. You will provide leadership, support, and coaching to foster a strong team culture, including managing escalations, guiding strategic and tactical goal-setting, and helping to develop team members through training, onboarding, and upskilling.

In addition, you will help develop guidelines, templates, and best practices for team use, while playing a key role in regional and segment direction, contributing to hiring, onboarding, and team scaling alongside the Director.

You’ll participate in Darktrace’s management programs or work directly with leaders to support your own growth, self-guided learning, and development as a leader. By contributing to corporate development initiatives and creating collaborative content like guidelines and best practices, you’ll help address gaps in team skills and resources. Additionally, you’ll share responsibility with the Director for recruitment and team scaling, ensuring high-quality training and oversight within your region.

This role is hybrid and you will attend our London office a minimum of 2-3 days a week.

What experience do I need:

You’ll have management experience, during which you have a proven track record of consistently leading your team to success. As well as experience in sales and customer success, and you have a strong record of managing customer relationships while driving renewals.

In addition, you have:

• Exceptional communication, negotiation, and presentation skills, enabling effective leadership in a fast-paced environment,
• Strong commercial and technical acumen with a genuine passion for cybersecurity, customers, and Darktrace,
• Language skills are a plus but not essential.

Benefits we offer:

• 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,