Darktrace · 10 hours ago
Director of Customer Success, Key Accounts
New York, NY
Full-time
Onsite
Director/Executive
$200K/yr - $200K/yrDarktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. As the Director of the Key Account Customer Success team, you will lead a high-performing group focused on driving customer retention, expansion, and satisfaction while ensuring a seamless customer journey.
Artificial Intelligence (AI)Cyber SecurityInformation TechnologyMachine LearningNetwork Security
Responsibilities
Lead, develop, and inspire the Key Account Customer Success team to exceed retention, growth, and activation targets across accounts under your leadership
Define and execute a scalable strategy for strategic account success, aligned with global Customer Success goals
Build and maintain trusted relationships with senior stakeholders, acting as a strategic advisor
Influence internal strategy by representing the needs and opportunities of accounts under your leadership
Foster a culture of accountability, ownership, and continuous improvement
Build, grow, and support a high-performing team by coaching members to operate at an executive level and managing performance effectively
Develop team members through coaching and growth opportunities, while building talent pipelines and succession plans for long-term success
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
Develop, implement, and continuously improve Customer Success playbooks and scalable processes
Ensure consistent usage of tools (e.g., Salesforce, Gainsight) to track and manage account health and engagement
Join executive-level customer meetings to support strategic planning, manage potential 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
Partner closely with Professional Services, Sales, Success Engineering, Support, Product, and Channel teams to deliver a unified customer experience
Act as a bridge between account needs and global initiatives, ensuring alignment and prioritization
Collaborate with internal stakeholders to co-create solutions that deliver customer success and business growth
Qualification
Required
Proven leader with a strong track record in Customer Success, particularly in managing strategic, global, and enterprise-level accounts—including Fortune 100 customers
Experience in Cybersecurity, with a demonstrated ability to lead customer onboarding, accelerate time-to-value, and drive measurable customer satisfaction
Proven ability to build, grow, and support high-performing teams focused on strategic and enterprise account management
Background in Cybersecurity and experience working with global or Fortune 100 accounts
Strong executive presence with the ability to build trusted relationships with senior customer stakeholders
Demonstrated success in customer retention, value delivery, and advocacy
Expertise in risk management and mitigation for customer accounts
Experience building and implementing Customer Success playbooks and scalable processes
Deep understanding of customer health metrics and operational excellence
Proficiency with Customer Success and CRM platforms such as Gainsight, Salesforce, or similar
Experience using analytics and reporting tools to monitor customer health and drive insights
Ability to rapidly learn and maintain a strong working knowledge of the company's solutions, and effectively communicate their value to customers and teams
Familiarity with support, collaboration, and communication tools used to deliver customer outcomes
Benefits
100% medical, dental and vision insurance, plus dependents
Paid parental leave
Pet insurance Discount
Life insurance
Commuter benefits
401(k)
Employee Assistance Program
Company
Darktrace
Darktrace is an AI company that uses cybersecurity solutions to identify, prevent, and eliminate insider threats.
Founded in 2013
1001-5000 employees
H1B Sponsorship
Darktrace has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (7)
2022 (2)
2021 (3)
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
$230.5MKey Investors
Brighton Park CapitalVitruvian PartnersFuture Fifty
2024-04-26Acquired
2021-04-30IPO
2020-03-25Post Ipo Secondary
Leadership Team
Jill Popelka
Chief Executive Officer
Jack Stockdale
CTO
Recent News
2025-12-24
BusinessCloud
2025-12-24
Company data provided by crunchbase