Digital Customer Success Lifecycle Lead

Darktrace; Austin (TX); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical, dental and vision

Parental leave

Pet insurance

Life insurance

Commuter benefits

401(k)

Employee assistance

Job summary

Darktrace is seeking an experienced program manager to lead Digital Customer Success initiatives, focusing on proactive health metrics and risk mitigation to realize value for customers and the business.

You will collaborate across Customer Success, Marketing, Product, Sales and Services to orchestrate scaled digital journeys, analyze data, and drive measurable outcomes that improve retention and growth.

Qualifications

• Experience delivering cross-functional programs at scale.
• 6–10 years in program/product/ops/customer success roles.
• Strong communication and collaboration across audiences.
• Data-driven program design with outcomes-focused measurement.
• Experience in global/ multi-segment programs.

Responsibilities

• Develop scaled customer journeys and automate engagement.
• Collaborate with Customer Success, Marketing, Product, Sales and Services.
• Monitor pilot initiatives and plan rollout.
• Build business cases for prioritization of key cross-functional initiatives.
• Provide strategic recommendations anchored on impact.
• Maintain internal materials on Digital CS programs.
• Analyze customer data to identify opportunities for improvement.

Skills

Communication skills

Program management

Cross-functional collaboration

Data-driven approach

Stakeholder management

Education

B.A./B.S. degree or equivalent

Tools

Gainsight Journey Orchestrator

Salesforce CRM

AI program development

Job description

Darktrace is seeking an experienced program manager to lead Digital Customer Success initiatives, focusing on proactive health metrics and risk mitigation to realize value for customers and the business.

You will collaborate across Customer Success, Marketing, Product, Sales and Services to orchestrate scaled digital journeys, analyze data, and drive measurable outcomes that improve retention and growth.