Digital Customer Lifecycle Program Manager

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 realisation and business impact.  
    
The successful candidate will partner internally within the global Customer Experience organisation and with cross-functional teams, including GSA, Marketing, Product, CS, and Sales. They will drive alignment among internal stakeholders to achieve shared goals, enhance current programs, and project manage the rollout of new or updated customer success strategies.   

This position is hybrid with 2 to 3 days a week in the office. Occasional national and international travel might be required.  

What will I be doing:

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 fulfilment.  

The position will involve close collaboration across Customer Experience organisation, cross-functional partners, and stakeholders to ensure broad alignment on lifecycle strategy, prioritisation 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 touch points with connections to human touch points, 

• 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 realisation, 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 prioritisation 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 optimisation 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.   

What experience do I need: 

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,   

• Several 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 organisational 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