Digital Success Lifecycle Programme Manager

Darktrace; New York (NY); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

Parental leave

Pet insurance

Life insurance

Commuter benefits

401(k)

Employee Assistance Program

Job summary

Darktrace, a global cybersecurity leader, seeks an experienced program manager for Digital Customer Success initiatives focused on proactive health measures and risk mitigation to maximize customer value and business impact.

The role involves end-to-end program management of Digital CS initiatives and scaled customer journey orchestration, collaborating across CS, Marketing, Education, Product, Sales, and Services to ensure lifecycle alignment and execution of plans.

Qualifications

• The successful candidate will be passionate about driving customer success through innovation.
• They will be a natural relationship builder with excellent communication, program management, and collaboration skills.
• Experience working cross-functionally to shape and deliver programs globally and across multiple customer segments.

Responsibilities

• Develop current and future views of scaled customer journeys with digital and automated touchpoints.
• Conduct customer data analysis to understand the global customer base.
• Identify opportunities for journey refinement and integration across functions.
• Create and scale self-serve programs to improve customer health and drive retention and growth.
• Maintain cross-functional partnerships and build business cases for prioritization of initiatives.
• Monitor performance and plan rollout or expansion of new programs.
• Review existing programs to identify optimization opportunities.
• Build relationships with senior leaders to enable collaboration and alignment.
• Provide strategic recommendations aligned with business priorities and impact.
• Develop and maintain up-to-date internal materials on Digital CS programs.
• Stay informed on industry trends and technologies to evolve Darktrace’s programs.

Skills

Program management

Cross-functional collaboration

Communication

Data analysis

Stakeholder management

Education

BA/BS degree or equivalent

Tools

Gainsight Journey Orchestrator

Salesforce CRM

Job description

Darktrace is a global leader in AI-driven cybersecurity, helping organizations stay ahead of evolving threats every day.

Darktrace was built on a genuinely differentiated idea: that Adaptive AI could detect and respond to novel, real-time cyber threats. That approach matters more than ever in the era of AI. Today, our customers depend on us to stay ahead.

At Darktrace, we are energized by that responsibility. We work across teams and rally around a shared goal. We own outcomes end to end - step in, step up and see things through without waiting to be asked. We make decisions with urgency, say the hard thing, and hold each other to high standards with care and directness. We move first and learn fast anticipating where our customers are going next, continuously challenging ourselves.

We invest in the skills, learning and opportunities that help people deliver at the level their roles demand, and reward the aptitude and curiosity to grow beyond them.

Our Values: Own It | Win as One | Raise Our Bar | Move First. Learn Fast

Job Description:

Darktrace is looking for an experienced program manager to support the development of Digital Customer Success initiatives. The position has a particular focus on proactively driving customer health measures and risk mitigation programs to ensure customer value realization and business impact.

Occasional national and international travel might be required.

More About The Role

You’ll be responsible for project and program management of individual Digital CS initiatives as well as holistic scaled customer journey orchestration to ensure comprehensive, automated engagement and customer objective fulfillment.

The position will involve close collaboration across the Customer Success organization, cross-functional partners, and stakeholders to ensure broad alignment on lifecycle strategy, prioritization of initiatives, and execution of project plans.

Responsibilities

• Develop current state and future state overviews of scaled customer journeys, providing comprehensive views of digital and automated touchpoints with connections to human touchpoints,
• Conduct customer data analysis, in partnership with cross-functional partners, for deep understanding of global customer base,
• Using a data-driven approach, develop a clear view of customer needs and opportunities at different journey stages and identify key opportunities for customer journey refinement and integration/coordination,
• Identify, develop, and implement innovative self-serve and scaled programs that improve customer health and product adoption, ensure value realization, and lead to retention and growth,
• Participate in developing a clear understanding of customer retention drivers, including trends and signals at different customer journey stages,
• Maintain cross-functional stakeholder partnerships on relevant initiatives, ensuring alignment and coordination and building business cases for prioritization of key cross-functional initiatives (including work with Marketing, Education, Product, PMM, CSM teams, Sales, and Services),
• Monitor performance of new and pilot initiatives and confirm future rollout and expansion plans,
• Conduct regular reviews of existing programs and processes, including performance against metrics targets, to identify opportunities for optimization and expansion,
• Build relationships with senior business leaders across functions to facilitate collaboration and alignment,
• Prepare and deliver comprehensive, strategic recommendations aligned with business priorities and anchored on impact,
• Create, update and maintain internal materials on Digital CS programs for key stakeholder audiences,
• Develop and maintain a comprehensive understanding of the industry landscape and digital CS trends and technologies to inform the evolution of Darktrace’s programs.

Qualifications

The successful candidate will be passionate about driving customer success through innovation. They will be a natural relationship builder with excellent communication, program management, and strong collaboration skills.

Candidates should be able to demonstrate previous experience of working cross-functionally in shaping and delivering programs globally and across multiple customer segments.The candidate should have experience designing programs with a data-driven approach, focused on outcomes, and be able to capture results in order to demonstrate program impact and guide iteration.

It is likely that candidates will have:

• B.A./B.S. degree or equivalent practical experience,
• 6-10 years’ experience with a combination of program management, product management, operations, customer success, management consulting, business analysis, or customer marketing
• Strong written and verbal communication skills allowing you to communicate complex topics clearly to a variety of audiences,
• Strong organizational skills and attention to detail,
• Cross-functional collaboration and influencing skills.

We additionally welcome experience with:

• Global scaled and digital programs,
• Gainsight Journey Orchestrator, Salesforce CRM, and AI program development
• Data analysis and business management,
• Leading change within a cross-functional business environment

Benefits:

• 100% medical, dental and vision insurance, plus dependents
• Paid parental leave
• Pet insurance Discount
• Life insurance
• Commuter benefits
• 401(k)
• Employee Assistance Program

As a growing business strengthening its governance and controls, this role plays a part in supporting high standards of integrity and accountability.

Darktrace is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Darktrace is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with applicable laws. If you require a reasonable accommodation to participate in the application or interview process, please contact your Talent Partner.

Employment with Darktrace is at-will, meaning either the employee or Darktrace may terminate the employment relationship at any time, with or without cause or notice, except where prohibited by law or governed by a separate written agreement.