VP of Customer Success – EMEA and APJ

London

Darktrace has more than 2,500 employees located globally. Founded by mathematicians and cyber defence 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.

For over a decade, Darktrace has pioneered a proactive, AI-native approach to security. Our roots lie deep in innovation. The Darktrace AI Research Centre based in Cambridge, UK, has conducted research establishing new thresholds in cybersecurity, with technology innovations backed by over 200 patents and pending applications.

Today, Darktrace is a global leader in cybersecurity AI, delivering the essential cybersecurity platform to protect organisations today and for an ever-changing future.

About the role:

A key pillar of Darktrace’s growth strategy is to accelerate its efforts across the renewal and upsell space, and proactively drive health across the account base.  Reporting directly to the Chief Customer Officer, the Customer Success VP will be responsible for effectively leading the Customer Success team across EMEA and APJ. You’ll translate strategic direction for your region and lead on implementation, lead on cross team collaboration and spearhead on any transformations across the team always with a customer-centric approach. You’ll do this whilst maintaining and growing renewal and upsell revenue from our existing customer base. 

In this position you will attract, develop, retain and motivate an existing team of CSM Directors, Managers and individual contributors to drive customer outcomes.  You'll strengthen customer relationships and enhance and forge new partnerships to strengthen Annual Recurring Revenue (ARR) and Logo Retention.   

London based, you’ll be seen as the key point of contact across the leadership team for CS EMEA and APJ, responsible for maintaining and growing renewal and upsell revenue from existing customer base market across EMEA and APJ. 

As the key leader across the region, you’ll set the tone and pace that you expect across the team, working with a team of experienced CSM Directors and Senior Directors.  

What will I be doing: 

Strategy and execution: 

• Effectively cascading CS strategy into functional plans and guide execution including long-term goals, projects and team objectives some of which are self-identified or executed, 
• Building strong peer and stakeholder relationships, able to form strategy and drive regional direction, 
• Proactively driving change and contributing to target setting across your sub-teams.

Customer focus: 

• Empowering the team to develop new methods and solve complex customer queries, 
• Engaging with key at-risk accounts as issues arise to find creative solutions and improve the client experience, 
• Executive sponsorship and point of escalation for customers in the EMEA and APJ regions.

Collaboration 

• Working with senior management to establish strategic plans and objectives that impact both CS function and Darktrace at a global level, 
• Leading the creation and development of collaborative content and frameworks,
• Close collaboration with regional department heads of key business partners (Sales, Support, Partner, SE and Professional Services). 

Data, governance and process: 

• Regularly presenting and reporting on team activity, delivery, and continued development to C-Suite,  
• Planning and executing the CSM market coverage and account assignment. 

What experience do I need: 

We are seeking a high-performing leader who brings expert knowledge of Customer Success principles and practices. You’ll have led a large team within the region, demonstrating the ability to drive change, foster collaboration and build strong collaborative relationships. You’ll be able to demonstrate exceptional results across your previous roles.  

• Excellent communication and interpersonal skills, 
• Leadership skills to inspire, up skill and guide your team, 
• An ability and desire to work both at a strategic level and on project execution, 
• Passion about helping customers achieve desired business outcomes, 
• A strong understanding of the customer journey and the role CS plays within that, as well as an awareness of points of risk and opportunity, 
• Leading by example, working well under pressure, with good time management and organisational skills, 
• Change advocacy and leadership, 
• Ability and willingness to drive automation, efficiencies and best-practice ways of working, 
• A track record of hiring and developing high-performing teams, 
• Ability to work in a fast-paced environment, delivering strong operational processes as well as leading on change, 
• Deep and relevant regional experience, 
• A solid track record of delivering results across SaaS and cloud-first organisations. 

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,
• Cycle to work scheme.