VP of Customer Success – EMEA and APJ

The VP of Customer Success at Darktrace is responsible for leading the Customer Success team across EMEA and APJ, translating strategic direction into actionable plans, and overseeing the implementation of functions that drive renewal and upsell revenue. A core part of this role involves building strong relationships with stakeholders, empowering the team to solve customer challenges, and maintaining customer satisfaction by engaging at-risk accounts.

Candidates should possess extensive experience in customer success principles and practices, particularly within SaaS and cloud-first organizations. Strong leadership and communication skills are vital, as is the ability to work collaboratively and drive change. A proven track record of developing high-performing teams and a deep understanding of the customer journey is essential for success in this role at Darktrace.

The VP of Customer Success plays a critical role in driving revenue growth by maintaining and enhancing existing customer relationships, identifying upsell opportunities, and ensuring customer retention. By leading the Customer Success team in strategic initiatives directly aligned with customer needs, the VP contributes significantly to the Annual Recurring Revenue (ARR) and overall business goals at Darktrace.

The work environment for the VP of Customer Success at Darktrace is dynamic and fast-paced, reflecting the innovative nature of the company. This role encourages collaboration across various regional teams and departments, making it essential for the VP to thrive under pressure and effectively manage time and resources while maintaining a strong focus on customer-centric strategies.

Darktrace offers a competitive salary and comprehensive benefits package for the VP of Customer Success, which includes 23 days of holiday rising to 25 after two years, private medical insurance, life insurance, pension schemes, and additional perks like a day off for your birthday and a cycle-to-work scheme. The company prioritizes employee well-being, encouraging a balanced work-life dynamic.

To lead a Customer Success team effectively, I focus on clear communication of strategic objectives while empowering team members to take initiative. My approach includes setting measurable goals, fostering open dialogue, and providing continuous coaching to help the team thrive in addressing customer needs.

In my previous role, I developed a systematic approach to account reviews that identified upsell opportunities based on customer needs and usage patterns. By fostering meaningful conversations with clients about their growth and future possibilities, we successfully increased our upsell revenue by 30% over a year.

I measure success through key performance indicators such as customer satisfaction scores, renewal rates, and the growth of Annual Recurring Revenue (ARR). Regularly analyzing these metrics allows me to pinpoint successful strategies and areas needing improvement.

For at-risk customers, I prioritize immediate engagement to identify their challenges and concerns. I involve the team to brainstorm potential solutions, ensuring proactive communication throughout the process to showcase our commitment to their success and to rectify issues swiftly.

In a previous position, I led an initiative to adopt a new Customer Success platform. I engaged the team in the decision-making process, ensured comprehensive training, and established feedback loops. This collaborative approach facilitated a smooth transition and resulted in improved operational efficiency and customer satisfaction.

To ensure alignment, I hold regular cross-department meetings to share insights and collaborate on shared goals. Establishing clear communication channels and developing joint projects with Sales, Support, and Product teams helps maintain a unified vision focused on customer success.

Data plays a vital role in my decision-making as it provides insights into customer behavior, satisfaction levels, and operational efficiency. I leverage data analytics to identify trends, inform strategy, and drive initiatives that contribute positively to customer experiences.

I motivate my team through a combination of transparency, celebrating small wins, and providing ongoing support. Encouraging an open dialogue about challenges allows us to problem-solve collectively, fostering a resilient environment even under pressure.

I enhance customer relationships by prioritizing personalized communication, actively seeking feedback, and being responsive to their needs. Establishing regular check-ins ensures that customers feel valued and strengthens long-term partnerships.

My vision for Customer Success at Darktrace centers on cultivating lasting relationships and ensuring customers derive maximum value from our AI cybersecurity solutions. By aligning our efforts with Darktrace’s mission, I aim to empower customers against cyber threats and foster a collaborative ecosystem that drives mutual success.