Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI. The Darktrace Active AI Security Platform™ delivers a proactive approach to cyber resilience to secure the business across the entire digital estate – from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace’s platform and services are supported by over 2,400 employees around the world. To learn more, visit http://www.darktrace.com . Job D escription : In the Customer Success Manager role, you will be managing a variety of named accounts across our global customer base as an individual contributor. You will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. Commission will be awarded for increasing Net Revenue Retention (NRR) within your portfolio, by identifying and driving upsells and renewals, based on a quarterly quota. You should have a passion to learn about cybersecurity and AI, while always wanting to deliver the best service to our customers. Please note: This role is hybrid. 3 days in office. Key Duties & Responsibilities As a Customer Success Manager, you will manage a portfolio of 80-100 existing Darktrace customers to maximize their utility from Darktrace deployments and grow their Annual Recurring Revenue (ARR). You will report to the Director of Customer Success and collaborate with Sales, Technical Resources, and Cyber Threat Analysts. Conduct business reviews with client executive leadership and health checks on the deployment to drive satisfaction and desired business outcomes. Present, discuss, and demonstrate Darktrace cyber threat defense solutions to CISOs and information security experts as required. Identify, nurture, and negotiate upsell and cross-sell opportunities by aligning our suite of products to our customers’ evolving use cases and needs. Ensure customers are set up for success and facilitate the renewal at the end of the subscription term. Analyze customer engagement levels to assess risk and execute action plans to progress account health. Manage customer escalations to resolution, leveraging cross-functional teams within the business. Mentor developing Customer Success Managers on the team by sharing best practices and helping ramp up new team members. Build strategic partnerships with Renewal Directors, Sales, Cyber Technology Specialists, and other internal teams to drive alignment and develop tailored solutions for complex accounts. Qualifications & Experience Benefits: 100% medical, dental and vision insurance, plus dependents Paid parental leave Pet insurance Discount Life insurance Commuter benefits 401(k) Employee Assistance Program

• Manage a defined portfolio of customers and ensure they stay, grow, and succeed with Coverflex • Move accounts from reactive support to structured, proactive Customer Success • Drive retention, product adoption, and expansion • Build strong relationships with key stakeholders • Identify and progress expansion opportunities

• Support and manage customer success and support operations • Coordinate day-to-day activities of the customer support team • Ensure high quality of customer interactions and service delivery • Identify process improvements and implement operational best practices • Assist with onboarding, training, and coaching team members • Handle customer escalations and resolve complex issues • Track performance metrics and contribute to KPI monitoring • Collaborate with cross-functional teams to improve customer experience • Help build internal documentation, playbooks, and operational processes • Support the scaling of customer success operations

Company Overview Libryo, an ERM Group Company, is a global SaaS platform that empowers multinational organizations to understand and comply with Environmental, Health, and Safety (EHS) law and broader ESG requirements. Our platform helps customers navigate complex regulatory environments with clarity and precision. Key Responsibilities Regional Account Ownership (NA & LATAM) Serve as the primary point of contact for all assigned customers in North and Latin America. Build and maintain strategic relationships with senior stakeholders, user groups, and decision-makers across large multinational organizations. Represent the voice of the customer internally to ensure customer needs are heard and prioritized. Customer Implementations Lead end-to-end delivery of customer onboarding and implementation projects, coordinating with internal teams (e.g., Legal Content, RIDE, and Product) to deliver on time and to spec. Work with key stakeholders to map customer-specific rollouts (global or phased), track milestones, communicate progress with customers, and resolve blockers proactively. Contribute to implementation playbooks and best practice guides to scale future delivery. Renewal & Retention Management Take full ownership of renewal planning and execution, including pricing alignment, contract coordination, and commercial positioning for their allocated customer portfolio and region Monitor and improve customer health and adoption through data, feedback, and regular business reviews. Anticipate and mitigate risks that could lead to churn through proactive engagement and problem-solving. Strategic Account Growth Identify and support growth opportunities, including cross-sell, upsell, and feature expansion across accounts. Support proposal creation and commercial scoping efforts in collaboration with relevant stakeholders to enable account expansion. Track and report on account growth potential using insights from platform engagement, stakeholder behavior, and evolving needs. Platform Mastery & Support As a senior member of the Customer Success team, you will be expected to develop deep expertise across Libryo’s full suite of tools , including the Libryo Platform , Libryo Research, and ERM Assess . This role requires you to deliver high-level support and guidance to users, ensuring seamless navigation, adoption, and troubleshooting across all platforms. You’ll play a key role in ensuring a consistent, professional, and high-quality user experience across every touchpoint, reinforcing Libryo’s reputation for excellence and reliability in regulatory technology Team Collaboration & Cross-Functional Coordination Collaborate with internal stakeholders (Legal, Product, Support, Customer Intelligence) to ensure each customer receives seamless, aligned service. Participate in customer health reviews, product feedback loops, and ongoing support escalations when needed. May manage and mentor junior Customer Success team members, contributing to team strategy and development. Customer Reporting & Communication Deliver Quarterly Business Reviews (QBRs) with strategic insight, platform metrics, and tailored recommendations. Maintain CRM hygiene in HubSpot, ensuring accurate tracking of org structures, usage data, and renewal timelines. Provide input to internal reporting (e.g., churn forecasting, customer health scores, and CS dashboards). Experience & Qualifications Fluent in English (additional languages is a huge plus, particularly Spanish) Bachelor's degree in business, legal, environmental sciences, or a related discipline. A legal background is a strong advantage. 5+ years of customer success/account management experience in a B2B SaaS, compliance, legal-tech, or ESG space. Demonstrated success managing strategic enterprise accounts and driving customer growth and renewals. Proven ability to lead complex customer implementations, manage cross-functional projects, and navigate senior stakeholder relationships. Exposure to international accounts, with an understanding of NA/LATAM business contexts and cultural nuance. Strong command of HubSpot, Salesforce, ClickUp, Excel/Sheets, and reporting/BI tools (PowerBI is a plus). Experience managing or mentoring junior team members or working in a leadership pod structure. What Success Looks Like Highest quality of work delivered High engagement and satisfaction across assigned customer accounts. Successful and on-time delivery of all customer onboarding and implementation projects. Clear account growth paths identified and supported with strategic input. Renewals closed predictably and proactively with limited commercial risk. Clean, current data and insight-driven QBRs shared with customers and leadership. Platform Expertise & Training Develop deep knowledge of the Libryo platform and associated tools to support effective onboarding, training, and engagement. Deliver live training sessions and contribute to documentation, including Knowledge Base content for customer self-service. Process Optimization & Continuous Improvement Assist in collecting and analyzing customer feedback and reviewing internal workflows to improve the end-to-end customer journey. Help refine internal operational processes to improve delivery consistency, reduce friction, and ensure high-quality service across customer segments. Tha nk you for your interest in ERM! #LI-PB2 #LI-Hybrid