Customer Success Engineer

The Customer Success Engineer (CSE) is a member of the Customer Experience (CX) team  CSE focuses on providing existing Darktrace customers with technical product solutions. Responsibilities include supporting the adoption of the Darktrace platform and services, providing deployment health and value interventions, and identifying additional or new use cases for Darktrace usage within the customer environment, among other value-adding endeavors.

Darktrace is currently expanding the CSE team to accommodate a rapidly growing customer base and accelerating revenue. This role is a dynamic and varied customer‑focused technical management position. It is a critical customer‑facing technical role within the Darktrace CX organization that requires thorough knowledge of cybersecurity and the Darktrace product suite, as well as excellent communication and collaboration skills to work with a variety of customer stakeholders.

The CSE will need to liaise internally with Darktrace Customer Success Managers, Renewals Managers, Analysts, Operations Engineers, and Sales members to ensure customer needs are met, and to sustain consistent renewal and growth of customer accounts.

Please note:

this role is hybrid (3 days in office).

• Act as a Darktrace and security expert and consultant to customers.
• Develop and maintain excellent, hands‑on knowledge of the Darktrace solution, with the expectations of self-sufficiency and proficiency across all coverage areas of the Darktrace platform.
• Conduct deployment discovery and architecture design reviews for existing customers to ensure maximum value delivery across Network, Email, and Cloud deployments.
• Work towards and maintain relevant Darktrace certifications.
• Provide consultative guidance to customers on cybersecurity priorities and initiatives.
• Understand and engage with the evolving cybersecurity landscape, and work towards/maintain relevant external certifications on this knowledge as necessary.
• Work with customers to learn their priorities and map to technical solutions.
• Develop and refine discovery techniques to work with customer contacts of various personas, from IT, Cloud, and Security administrators to C‑Suite executives.
• Document and utilize the value statements and needs of Darktrace customers.
• Take ownership of your quota number and KPIs to improve customer deployments and value delivery, and ultimately retention and expansion.
• Work with customers, peers, and stakeholders efficiently and reliably.
• Utilize strong, respectful communication to form productive relationships with customers, partners, peers, and cross‑functional internal teams.
• Demonstrate confident presentation skills.
• Maintain organized and timely documentation, account administration, and updates of internal systems.
• Be mentored by and in turn provide mentorship to members of the CSE team on areas of particular expertise.

• 2+ years of experience in a relevant role, ideally within the cybersecurity industry (e.g., Customer Success Engineering, Technical Account Management).
• Strong knowledge of both on‑premise and cloud networking (AWS, Azure, GCP).
• Experience with in the cybersecurity industry preferred.
• Additional experience in one or more of the following areas also preferred:
  Email Security, Incident Response, Cloud Security Architecture.
• Confident, polished communicator with a proven ability to build lasting, critical business relationships.

We are able to offer $85k-$95k on the base plus commission 80/20 split. Final offer will be determined based on years of experience.

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