Lead the Digital Customer Success function, developing strategies for customer engagement and success through digital tools, automation, and cross-functional collaboration.
Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI. The Darktrace Active AI Security Platform™ delivers a proactive approach to cyber resilience to secure the business across the entire digital estate – from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace’s platform and services are supported by over 2,400 employees around the world. To learn more, visit http://www.darktrace.com.
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.
Scope of Responsibility
Strategic Leadership
• 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.
Team Leadership
• 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.
Cross-Functional Collaboration
• 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 volume and improve self-service rates.
Program Development & Execution
• 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.
Measurement & Outcomes
• 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
Required:
• 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
