Senior Manager, Customer Success

Darktrace

Lead Customer Success team at Darktrace, a cybersecurity leader, managing customer outcomes and team development across the Southwest Territory. Drive value realization and operational excellence for client success.

Posted 4/23/2026full-timeLos Angeles • Arizona, California, Idaho, Nevada, Utah • 🇺🇸 United StatesSenior💰 $160,000 - $170,000 per yearWebsite

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Lead, mentor, and develop the Southwest Customer Success team, ensuring consistent excellence across all markets.
Apply deep regional knowledge to guide customer strategy, team processes, and cross-functional alignment.
Support career development, operational rigor, and leadership readiness across the Southwest CSM team.
Own Gross Revenue Retention and reduce churn across the Southwest Enterprise portfolio.
Drive customer value realization to support strong renewals and expansions.
Maintain accurate forecasting across retention and growth KPIs.
Champion a frictionless, value-driven customer journey across every touchpoint.
Partner closely with Sales, Renewals, Professional Services, Success Engineering, Support, and Channel to deliver cohesive customer outcomes.
Serve as the primary escalation point for customer issues.
Represent the voice of customer to internal stakeholders and influence product, process, and strategic decisions.
Implement scalable processes to support rapid growth across the Southwest Team.
Empower the team to innovate, solve problems, and deliver exceptional customer experiences.
Manage competing priorities with expert judgment and clarity in a dynamic, evolving environment.

Requirements

What you’ll need

10+ Experience in Customer Success, Sales, or Project Management in an Enterprise SaaS environment.
5+ years leading a CSM or Account Management Team.
Proven experience in subscription-based models: renewals, negotiations, upselling, cross-selling.
Track record of operational excellence, strategic prioritization, and empathetic team leadership.
Strong understanding of the cybersecurity landscape and regional GTM dynamics.
Demonstrated success leading, inspiring, and scaling high-performing teams.
Strong grasp of recurring revenue value drivers and enterprise account strategy.
Passion for cybersecurity, customer advocacy, and development.

Benefits

Comp & perks

100% medical, dental and vision insurance, plus dependents
Paid parental leave
Pet insurance
Discount Life insurance
Commuter benefits
401(k)
Employee Assistance Program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessSalesProject ManagementEnterprise SaaSSubscription-based modelsRenewalsNegotiationsUpsellingCross-sellingOperational excellence

Soft Skills

LeadershipMentoringEmpathyStrategic prioritizationProblem-solvingTeam empowermentCommunicationJudgmentClarityAdaptability