Darktrace Welcomes Bryce Coté as New Chief Customer Officer to Enhance Client Experience

Darktrace Strengthens Leadership with New Chief Customer Officer

In an effort to enhance customer engagement, Darktrace, the renowned AI cybersecurity firm, has appointed Bryce Coté as its inaugural Chief Customer Officer (CCO). Coté will be tasked with crafting a customer journey that is not only exemplary but also indicative of industry standards, focusing on delivering an exceptional experience for both current and prospective clients.

With an impressive career spanning over twenty years, Coté brings a wealth of experience from technology companies like LogMeIn, TomTom, and CyberArk. His tenure at CyberArk is noteworthy, where he held the position of Global Vice President of Customer Success and Renewals. In this role, he transformed customer relations into a proactive, outcome-oriented approach that led to 100% client retention while significantly accelerating annual recurring revenue for customer-success-managed accounts.

Before his contribution to CyberArk, Coté served as Vice President of Customer Success at LogMeIn. He implemented strategies that improved customer engagement and streamlined onboarding processes for new customers. His early career achievements include leading a large team at TomTom, where he was responsible for elevating customer satisfaction and retention on a global scale.

Darktrace’s transition to a customer-focused approach under Coté’s leadership comes at a crucial time. The company, which supports nearly 10,000 organizations across 110 countries, is committed to helping cyber defenders navigate increasingly complex threat landscapes. Coté expressed his excitement about the role, emphasizing the importance of Darktrace's AI technology in maintaining security and resilience for its customers.

Jill Popelka, CEO of Darktrace, conveyed her confidence in Coté's capabilities, indicating that his proven track record in enhancing customer experiences aligns perfectly with Darktrace's aspiration to transition from a successful UK tech firm to a global leader in cybersecurity. This leadership change within the executive team not only underscores the company's commitment to growth but also reflects its intent to prioritize customer satisfaction amid expanding global operations.

The appointment of Coté is part of a broader restructuring of Darktrace's leadership team. Alongside his role, Dan Monahan has been promoted to Chief Partner and Transformation Officer, and Phil Pearson becomes the Chief Strategy Officer. Their collective experiences will be crucial as Darktrace integrates multiple customer touchpoints to streamline communication and ensure a cohesive customer experience. Also joining the executive committee are sales leaders Matt North and Lynn Ramirez, aimed at aligning customer journeys from initial engagement to long-term success.

As Darktrace moves forward with its ambitious plans, Coté’s strategic initiatives will be paramount. His goal is to fortify the company's relationship with its clients, encompassing the existing functions of Customer Success, Support, Threat Analysis, and Solutions Engineering under his leadership domain.

In conclusion, Coté’s arrival signifies a crucial step in Darktrace’s evolution, enhancing its dedication to customer experience as a fundamental component of its global growth strategy. As the landscape of cybersecurity continues to evolve, having a strong leadership team focused on customer success will be vital in meeting and exceeding client expectations.