Darktrace
Overview
Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape. The Darktrace Active AI Security Platform delivers a proactive approach to cyber resilience across the digital estate – network, cloud, and email. The company operates with a global team and supports over 2,400 employees. Job Description: We are seeking a visionary and execution-focused leader to build and lead our Digital Customer Success function. This role will architect and operationalize a scalable, tech-powered engagement model that delivers measurable value across the entire customer base—efficiently, proactively, and without reliance on high-touch engagement. You will drive a multi-year strategy that integrates AI-powered lifecycle programs, community-led learning, product experience, and intelligent automation. This role requires deep cross-functional collaboration across Product, R&D, Marketing, Support, and CX to deliver a unified digital experience strategy that aligns with enterprise priorities and earns executive sponsorship. Responsibilities
Define and evolve the Digital Success operating model, supporting excellence across the customer journey—from onboarding through adoption, retention, expansion, and advocacy. Architect a multi-year roadmap that integrates digital engagement, pooled technical expertise, and scalable success motions powered by AI and automation. Own the strategy around the digital engagement tech stack, including Gainsight CS/CC, Salesforce. Embed automation and intelligent nudges into the customer journey, from onboarding flows to in-app engagement and stakeholder alerts. Build and lead a high-performing team of Digital Lifecycle Program Owners and Community Managers. Develop and mentor leadership talent within the CX organization, growing future managers and strengthening organizational depth. Partner with Product, R&D, Marketing, Support, and RevOps to execute a unified digital motion. Collaborate with Customer Marketing and Product Marketing to deliver lifecycle content, campaigns, and in-product experiences aligned to customer outcomes. Work closely with Support on agentic strategies, chatbot design, and proactive deflection methods to reduce case quantity and improve self-service rates. Design and operationalize digital-first lifecycle programs using platforms like Gainsight and Salesforce. Activate and manage a technical community to support product adoption, peer learning, and best practices. Leverage data and analytics to develop targeted programs that maximize impact across customer segments. Ensure lifecycle programs are prescriptive, repeatable, and measurable—anchored in customer outcomes and value realization. Define and manage a KPI framework that demonstrates the impact of digital success programs on retention, NRR, product usage, and cost-to-serve. Embed value-based outcomes and success plans across segments, leveraging a standard outcome-based framework. Report program performance and impact to executive stakeholders, steering committees, and cross-functional partners. Qualifications
10+ years in Customer Success, CX, or Product-led Growth roles, with 5+ years in leadership. Proven experience building and scaling digital customer success programs across multiple segments. Strong understanding of lifecycle frameworks (e.g., CARE, LAER), outcome-based frameworks, and metric-based storytelling. Familiarity with AI tooling, journey orchestration, and agentic models in CS. Demonstrated success in cross-functional leadership across Product, Marketing, and R&D. Excellent communication and executive stakeholder management skills. Strategic, analytical, execution-focused mindset and ability to influence at executive and technical levels. Background in cybersecurity, SaaS, or enterprise software environments. Experience with LMS strategies, community-led growth, and digital education platforms. Success Profile
Strategic thinker with a bias for execution. Customer-centric mindset with a passion for scalable impact. Collaborative leader who thrives in matrixed environments. Data-driven decision maker with a focus on measurable outcomes. Builder mindset with a strong sense of ownership and urgency. Benefits
100% medical, dental and vision insurance, plus dependents Paid parental leave Pet insurance Discount Life insurance Commuter benefits 401(k) Employee Assistance Program
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Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape. The Darktrace Active AI Security Platform delivers a proactive approach to cyber resilience across the digital estate – network, cloud, and email. The company operates with a global team and supports over 2,400 employees. Job Description: We are seeking a visionary and execution-focused leader to build and lead our Digital Customer Success function. This role will architect and operationalize a scalable, tech-powered engagement model that delivers measurable value across the entire customer base—efficiently, proactively, and without reliance on high-touch engagement. You will drive a multi-year strategy that integrates AI-powered lifecycle programs, community-led learning, product experience, and intelligent automation. This role requires deep cross-functional collaboration across Product, R&D, Marketing, Support, and CX to deliver a unified digital experience strategy that aligns with enterprise priorities and earns executive sponsorship. Responsibilities
Define and evolve the Digital Success operating model, supporting excellence across the customer journey—from onboarding through adoption, retention, expansion, and advocacy. Architect a multi-year roadmap that integrates digital engagement, pooled technical expertise, and scalable success motions powered by AI and automation. Own the strategy around the digital engagement tech stack, including Gainsight CS/CC, Salesforce. Embed automation and intelligent nudges into the customer journey, from onboarding flows to in-app engagement and stakeholder alerts. Build and lead a high-performing team of Digital Lifecycle Program Owners and Community Managers. Develop and mentor leadership talent within the CX organization, growing future managers and strengthening organizational depth. Partner with Product, R&D, Marketing, Support, and RevOps to execute a unified digital motion. Collaborate with Customer Marketing and Product Marketing to deliver lifecycle content, campaigns, and in-product experiences aligned to customer outcomes. Work closely with Support on agentic strategies, chatbot design, and proactive deflection methods to reduce case quantity and improve self-service rates. Design and operationalize digital-first lifecycle programs using platforms like Gainsight and Salesforce. Activate and manage a technical community to support product adoption, peer learning, and best practices. Leverage data and analytics to develop targeted programs that maximize impact across customer segments. Ensure lifecycle programs are prescriptive, repeatable, and measurable—anchored in customer outcomes and value realization. Define and manage a KPI framework that demonstrates the impact of digital success programs on retention, NRR, product usage, and cost-to-serve. Embed value-based outcomes and success plans across segments, leveraging a standard outcome-based framework. Report program performance and impact to executive stakeholders, steering committees, and cross-functional partners. Qualifications
10+ years in Customer Success, CX, or Product-led Growth roles, with 5+ years in leadership. Proven experience building and scaling digital customer success programs across multiple segments. Strong understanding of lifecycle frameworks (e.g., CARE, LAER), outcome-based frameworks, and metric-based storytelling. Familiarity with AI tooling, journey orchestration, and agentic models in CS. Demonstrated success in cross-functional leadership across Product, Marketing, and R&D. Excellent communication and executive stakeholder management skills. Strategic, analytical, execution-focused mindset and ability to influence at executive and technical levels. Background in cybersecurity, SaaS, or enterprise software environments. Experience with LMS strategies, community-led growth, and digital education platforms. Success Profile
Strategic thinker with a bias for execution. Customer-centric mindset with a passion for scalable impact. Collaborative leader who thrives in matrixed environments. Data-driven decision maker with a focus on measurable outcomes. Builder mindset with a strong sense of ownership and urgency. Benefits
100% medical, dental and vision insurance, plus dependents Paid parental leave Pet insurance Discount Life insurance Commuter benefits 401(k) Employee Assistance Program
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