Our roots lie deep in innovation. The Darktrace AI Research Centre based in Cambridge, UK, has conducted research establishing new thresholds in cyber security, with technology innovations backed by over 130 patents and pending applications. The companys European R&D center is located in The Hague, Netherlands.
Headquartered in Cambridge, UK, Darktrace has more than 2, 400 employees located globally. Customers include public sector agencies, education institutions, media, organizations supplying critical infrastructure, and businesses of all sizes worldwide.
This is an excellent opportunity to join a fast-growing company, named one of TIME magazines Most Influential Companies for 2021 and one of Fast Companys Most Innovative AI Companies in 2022. For more information on our cutting-edge technology, visit darktrace.com.
Customer Success Regional Director, Middle East and Africa (Johannesburg based)
Darktrace is looking for an experienced leader to manage our Customer Success Middle East and Africa team (MEA). Reporting to the VP of Enterprise Customer Success, you will oversee the day-to-day operations of a diverse team of CS Team Leads and CSMs across our MEA offices, supporting their professional development through coaching and mentorship. As a Customer Success Regional Director, you will be responsible for ensuring our clients successfully adopt and realize value; exceeding our customer retention targets across the MEA Enterprise region. Within this role you will partner with the regional Sales and Renewals team, to ensure that our customers are seeing the full value of the software, leading to a successful renewal and expansion opportunities.
The successful candidate must have experience in enterprise software sales, pre-sales or customer success in a leadership role, ideally with a focus on account management and retention. Darktrace works with the worlds largest organisations, so the candidate must be comfortable and show experience in working with C-Level executives at multinational organisations. The ideal candidate will be driven, dynamic, and curious with strong empathy for customers, their team and passion for cybersecurity, revenue, and growth.
Responsibilities:
- Take ultimate responsibility for Gross Revenue Retention and reducing churn for MEA Enterprise territory.
- Own all renewals for the MEA Enterprise territory and drive expansion within existing customer base through upsells and cross-sells.
- Responsible for developing and maintaining accurate team forecasts against retention and growth targets.
- Develop a collaborative, customer-first, and sales centric team culture.
- Direct performance management activities of multiple teams of CSMs; coach and guide teams through renewal and expansion negotiations.
- Nurture existing talent and create a culture of excellence across the organization.
- Invest in building a set of proactive managers that focus on effective communication both internally & externally.
- Act as the primary escalation point for team, orchestrating resources across the company as appropriate to ensure a successful Customer Journey.
- Empower team to develop new methods and solve complex matters.
- Manage competing priorities in an ever-changing environment, displaying expert prioritization.
- 10+ years of sales, customer success or project management experience, preferably within an Enterprise SaaS organization (Essential)
- 3+ years of management experience in a customer facing organization (Essential)
- Experience in subscription- and renewal-based business processes (pricing negotiation, objection handling), upselling, or cross-selling (Essential)
- Proven track record of driving operational excellence through confident leadership, strategic prioritisation, and empathetic people management (Essential)
- Strong knowledge of the cybersecurity landscape, including industry trends, solutions, and competitive landscape (Essential)
- Excellent leadership and team management skills, with a track record of building and managing high-performing teams (Essential)
- Deep understanding of value drivers in recurring revenue business models (Essential)
- Passionate and enthusiastic about Cybersecurity, Customers and Darktrace (Essential)
