Manager, Customer Success

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 .

Position : Manager of Customer Success, Japan

Are you passionate about customer success, coaching and ready to lead a dynamic team in the cybersecurity industry? Darktrace is currently expanding its Customer Success team, which will provide the successful candidate an opportunity to gain valuable experience in the rapidly evolving cyber security industry.

We are seeking a Manager of Customer Success to oversee your own and your teams’ book of business, ensuring our clients receive exceptional service and support. This role offers an exciting opportunity to drive customer adoption, retention, and growth across a diverse portfolio of accounts in a leadership role.

Key Duties & Responsibilities :

• Lead and Manage Team : Oversee a team of customer success managers, providing mentorship, coaching, and guidance towards a consultative approach to customer success. Foster a high-performance culture and motivate the team to achieve exceptional retention and expansion results.
• Customer and Partner Relationship Management : Build and maintain a strong collaboration with Darktrace’s partners to drive upsells and renewal outcomes. Work closely with these partners to gain strong relationships with key customers at an executive level. Resolve escalations and ensure customer satisfaction, particularly for high-profile accounts.
• Drive Customer Outcomes : Focus on driving adoption, renewals, expansion, and advocacy within your own and your teams’ book of business. Identify opportunities for upselling and cross-selling in collaboration with the sales team and country leadership.
• Industry Expertise : Stay informed about the cybersecurity industry, particularly in the Japan market. Understand the unique needs of our customers and anticipate market trends and challenges.
• Cross-Department Collaboration : Work closely with other departments, including sales, technical delivery, product, support, finance, contract teams to ensure a seamless customer experience to support your customers and team. Communicate effectively with department stakeholders / leaders to align team efforts with broader company goals.
• Technical Acumen : Utilise customer success tools and software to manage customer relationships and track performance. Have a good understanding of the technical aspects of our products and services.
• Results-Oriented Approach : Focus on meeting and exceeding customer success targets, including customer retention, expansion, and advocacy.

For this role you need to be tenacious, driven and have the following skill set :

Why Join Us :

We are a young and dynamic company experiencing rapid growth. We value hard work, commitment, and a dedication to excellence. Joining our team offers the opportunity to work in a fast-paced environment, contribute to our mission of providing top-tier cybersecurity solutions, and grow professionally in a supportive and collaborative setting.

For more information about our products and company, please visit our website.

Do we need to link to the values and culture?

Darktraceでは現在、カスタマーサクセスチームを拡大しており、成功した候補者は急速に進化するサイバーセキュリティ業界で貴重な経験を積むことができます。