Customer Success Manager

As a Customer Success Manager (CSM) for the French market, you will be responsible for guiding customers through their journey with Darktrace, ensuring rapid time-to-value and sustained success throughout the contract lifecycle.

This role is hybrid with minimum 3 days a week in our Paris office.

What will I be doing:

• Own the customer journey from onboarding to renewal, ensuring fast time-to-value and continuous alignment with business goals in collaboration with onboarding specialists, renewals managers, technical roles, and Sales
• Build and maintain strong relationships with key stakeholders across select accounts
• Drive product adoption and usage through engagement and education
• Collaborate with marketing to assist in establishing processes to automate and scale engagement across your book of business
• Monitor account health, devising and executing scalable plans to improve
• Collaborate with Sales to help them identify upsell opportunities which they can execute on
• Partner with technical teams to resolve escalations
• Mitigate churn risks through strategic planning
• Advocate for customer needs internally and contribute to product development feedback
• Prioritise accounts based on risk, opportunity, ACV and strategic value to tailor engagement
• Engage with partners to assist in scaling engagement, drive adoption, utilisation and improve overall health across your book of business

What experience do I need:

• Fluent in French and English (written and spoken)
• Experience in Customer Success, Account Management, or similar roles
• Proven ability to manage a large portfolio and drive retention and growth outcomes
• Strong communication, stakeholder management, and relationship-building skills
• Experience with Salesforce, Gainsight, or similar CRM/CS platforms is a strong advantage
• Familiarity with MEDDPICC or other sales qualification methodologies is preferred
• Highly organised, proactive, and comfortable in a fast-paced, dynamic environment
• Interest in cybersecurity and AI; technical expertise is helpful but not required

Benefits:

• 25 days’ holiday + all public holidays
• Additional day off for your birthday
• Life & disability insurance
• Medical insurance
• Meal vouchers
• Employee Assistance Program