Customer Success Manager (Dutch Speaking)

Job Description

Requirements

• This role requires a proactive mindset, strong organisational and project management skills, relationship-building skills, and the ability to collaborate cross-functionally with technical and commercial teams to deliver value at every stage
• Fluent in Dutch and English, French is a nice to have (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

What the job involves

• As a Customer Success Manager (CSM) for the BENELUX mid market/commercial segment, you will be responsible for guiding customers through their journey with Darktrace, ensuring rapid time-to-value and sustained success throughout the contract lifecycle
• You'll manage a high-volume portfolio of accounts, focusing on approaches to drive scale engagement, adoption, retention of your customers and the growth of our Darktrace Platform
• You'll work closely with Customer Success Engineers, Solutions Engineers, Renewals Managers, Onboarding specialists, Cyber Infrastructure Engineers, and Sales to ensure customers are supported both technically and commercially
• Higher ACV accounts will receive increased touchpoints and tailored engagement strategies
• 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/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