Sam French
Cambridge
Summary
Customer Success professional with a strong track record of enhancing client satisfaction and driving expansion/retention through strategic relationship management. Adept at building trust, resolving challenges, and communicating value. Highly collaborative, adaptable, and results-driven, with a reputation for reliability and thoughtful problem-solving.
Overview
6
6
years of professional experience
Work History
Snr Customer Success Manager, Strategic Accounts
Darktrace
08.2024 - Current
- Established strong relationships with a portfolio of 16 customers, $8.4m Annual Contract Value, resulting in customer account growth and retention
- 175% Renewal & Upsell Target Quota Achievement throughout tenure. Minimum achievement / half; 122%, Maximum achievement / half; 313%.
- Over $5.2m Annual Contract Value closed in 18 months.
- Maintained 100% logo retention.
- Assisted customers with onboarding and product deployment to foster successful adoption and usage.
- Conducted regular account reviews to assess progress and strategise future growth opportunities for clients.
- Spearheaded projects that impacted the Global Customer Success Function, focusing on customer onboarding & improving value demonstration
Customer Success Manager - Strategic Accounts
Darktrace
04.2023 - 08.2024
Business Development Team Lead & Education Specialist
Darktrace
12.2021 - 04.2023
- Established relationships with potential customers, generating over $7 million in new business.
- Achieved 185% quota attainment (qualified meetings)
- Led a team of 9, motivating / supporting them to achieve KPI's
- Ran candidate interviews and selection processes.
- Enhanced efficiency in lead generation and follow-up activities.
- Delivered onboarding and in-role training programs for Account Executives and Business Development Representatives.
Assistant Team Lead – Business Development
Darktrace
01.2021 - 12.2021
Senior Business Development Executive
Darktrace
11.2020 - 01.2021
Business Development Executive
Darktrace
09.2019 - 11.2020
Education
BA (Hons) - Economics & Philosophy
University of York
2019
A Levels & GCSE’s -
Rawlins Community College
Skills
- Customer account management
- Relationship building
- Stakeholder management
- Teamwork and collaboration
- Process improvement
- Project planning
- Problem-solving
- Excellent communication
- Negotiation
References
Available on request
Timeline
Snr Customer Success Manager, Strategic Accounts
Darktrace
08.2024 - Current
Customer Success Manager - Strategic Accounts
Darktrace
04.2023 - 08.2024
Business Development Team Lead & Education Specialist
Darktrace
12.2021 - 04.2023
Assistant Team Lead – Business Development
Darktrace
01.2021 - 12.2021
Senior Business Development Executive
Darktrace
11.2020 - 01.2021
Business Development Executive
Darktrace
09.2019 - 11.2020
BA (Hons) - Economics & Philosophy
University of York
A Levels & GCSE’s -
Rawlins Community College
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