Austin Cobb

About Austin Cobb

Strategic, innovative, and passionate leader recognized for driving growth, performance and profitability. Over 7 years as a Renewals and Customer Success professional with 7 years of experience building and managing teams that have achieved the highest industry levels of: Customer Retention, Annual Recurring Revenue (ARR), Total Contract Value (TCV) with Upsell and Cross-sell, as well as a Net Promoter Score (NPS) that is second to none. My expertise includes quarterbacking teams to manage the entire post-sale customer lifecycle through onboarding, adoption, renewal, expansion and run state. I am constantly coaching my teams to understand the success criteria of our customers which allows them to act as a trusted advisor. Doing this has helped us achieve an industry high on-time retention rate with growth through up-sell/cross-sell. My team focus also on continuous customer training, troubleshooting technical issues, support escalation, license management best practices, and working cohesively with cross-functional internal teams to ensure our customers success.Specialties: Renewals, Sales, Customer Success, Account Growth, Account Management, Forecasting, Channel Sales, Sales Operations, Sales Leadership, Business Strategy, Analytics, Competitive Analysis, Programs and Process Creation, Enterprise Software, People Management, De-escalation, Customer Experience, Negotiation, Coaching

Experience

1. Director, Customer Success - Southeast

   Darktrace

   Oct 2023 — Present

   Founded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cybersecurity AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect customers from the world’s most complex threats, including ransomware, cloud, and SaaS attacks.Customer Success leader responsible for driving retention, expansion, and customer lifecycle strategy across a $25M+ enterprise cybersecurity SaaS portfolio- Lead regional Customer Success strategy across enterprise accounts, aligning execution with global CS leadership- Drove 105% NRR and 30% YoY growth through structured expansion and retention strategy- Built customer lifecycle and risk frameworks to improve visibility into churn and expansion opportunities- Transformed customer health and governance model using data-driven engagement and forecasting practices- Partnered with executive stakeholders across Sales, Product, and Engineering to improve customer outcomes- Led enterprise executive business reviews focused on ROI, adoption, and long-term value realization- Led onboarding focused on minimizing time to value and driving faster realization of customer outcomes across enterprise accounts- Manage and develop high-performing Customer Success team across strategic accounts

Education

• Valdosta State University

  Bachelor of Arts (B.A.), Criminal Justice

  2010 — 2013

Skills

• Salesforce.com
• Microsoft Excel
• Organizational Leadership
• Marketing
• Criminal Justice
• Customer Service
• Social Networking
• Team Leadership
• Time Management
• Communication
• Relationship Building
• Public Speaking
• Fundraising
• Cold Calling
• Account Management
• Microsoft Office
• Sales