Customer Success Regional Director, Middle East and

4 months ago

Johannesburg, South Africa Darktrace Full time

Founded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect more than 8,400 customers from the world's most complex threats, including ransomware, cloud, and SaaS attacks.

Headquartered in Cambridge, UK, Darktrace has more than 2,400 employees located globally. Customers include public sector agencies, education institutions, media, organizations supplying critical infrastructure, and businesses of all sizes worldwide.

**Customer Success Regional Director, Middle East and Africa (**_Johannesburg based)_**

Darktrace is looking for an experienced leader to manage our Customer Success Middle East and Africa team (MEA). Reporting to the VP of Enterprise Customer Success, you will oversee the day-to-day operations of a diverse team of CS Team Leads and CSMs across our MEA offices, supporting their professional development through coaching and mentorship. As a Customer Success Regional Director, you will be responsible for ensuring our clients successfully adopt and realize value; exceeding our customer retention targets across the MEA Enterprise region. Within this role you will partner with the regional Sales and Renewals team, to ensure that our customers are seeing the full value of the software, leading to a successful renewal and expansion opportunities.

**Responsibilities**:

- Take ultimate responsibility for Gross Revenue Retention and reducing churn for MEA Enterprise territory.
- Own all renewals for the MEA Enterprise territory and drive expansion within existing customer base through upsells and cross-sells.
- Responsible for developing and maintaining accurate team forecasts against retention and growth targets.
- Develop a collaborative, customer-first, and sales centric team culture.
- Direct performance management activities of multiple teams of CSMs; coach and guide teams through renewal and expansion negotiations.
- Nurture existing talent and create a culture of excellence across the organization.
- Invest in building a set of proactive managers that focus on effective communication both internally & externally.
- Act as the primary escalation point for team, orchestrating resources across the company as appropriate to ensure a successful Customer Journey.
- Empower team to develop new methods and solve complex matters.
- Manage competing priorities in an ever-changing environment, displaying expert prioritization.
- 10+ years of sales, customer success or project management experience, preferably within an Enterprise SaaS organization (Essential)
- 3+ years of management experience in a customer facing organization (Essential)
- Experience in subscription
- and renewal-based business processes (pricing negotiation, objection handling), upselling, or cross-selling (Essential)
- Proven track record of driving operational excellence through confident leadership, strategic prioritisation, and empathetic people management (Essential)
- Strong knowledge of the cybersecurity landscape, including industry trends, solutions, and competitive landscape (Essential)
- Excellent leadership and team management skills, with a track record of building and managing high-performing teams (Essential)
- Deep understanding of value drivers in recurring revenue business models (Essential)
- Passionate and enthusiastic about Cybersecurity, Customers and Darktrace (Essential)

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