Customer Success Manager – Maternity Cover
Join Darktrace as a Customer Success Manager (CSM) for the Enterprise segment on maternity cover. In this role you will guide customers through their journey with Darktrace, ensuring rapid time‑to‑value and sustained success throughout the contract lifecycle.
This position is hybrid, requiring a minimum of 3 days a week in our Madrid office.
Responsibilities

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 accounts.
Drive product adoption and usage through engagement and education.
Monitor account health.
Collaborate with Sales to identify and execute upsell opportunities.
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.

Qualifications

Proficiency in English and Spanish is a must; Portuguese is desirable but not essential.
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 preferred.
Familiarity with MEDDPICC or other sales qualification methodologies is a strong advantage.
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.
Medical insurance.
Life insurance.
Meal vouchers.
Employee Assistance Program.

Employment Details
Seniority level: Entry level
Employment type: Full‑time
Job function: Other
Industry: Computer and Network Security
Location: Madrid, Community of Madrid, Spain (hybrid; minimum 3 days a week in Madrid office)
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