Digital Success Lifecycle Programme Manager

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

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.

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.

• 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.

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.

• 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.

• Global scaled and digital programs,
• Gainsight Journey…