Director of Customer Experience Programs

Darktrace

Director of Customer Experience Programmes overseeing operational programmes for customer success at Darktrace. Cross-functional collaboration to deliver strategic initiatives and improve customer retention.

Posted 7/25/2026full-timeRemote • Florida, New York, Virginia • 🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in Customer Success Operations and Programme Management, with a strong focus on building and optimizing customer lifecycle processes and delivering strategic insights to senior leadership. Proven ability to manage complex, cross-functional initiatives that drive customer retention and growth in a B2B SaaS environment.

Highest-signal resume keywords

Customer Success OperationsProgramme ManagementCross-Functional CollaborationData-Driven Decision MakingStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Programme ManagementProject ManagementCustomer Lifecycle ProcessesData AnalysisKPI Development

Soft Skills

Communication SkillsInfluencing SkillsStrategic Advisory

Tools & Technologies

DashboardsReporting Frameworks

Industry Keywords

B2B SaaSOrganisational ChangeCybersecurity

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

The Director, CX Programmes drives the execution and day-to-day management of strategic and operational programmes that improve Darktrace’s ability to deliver customer outcomes effectively and efficiently at scale.
Reporting to the VP of Customer Experience Programmes, this role translates CX strategy into structured, well-governed programmes and works cross-functionally with Customer Success, Sales, Product, Enablement, HR, and Operations to orchestrate results.
This role is the operational backbone of the CX Programmes function — building and optimising company-wide CX processes, developing lifecycle frameworks and playbooks, and managing the delivery of priority initiatives on behalf of the VP.
The Senior Manager / Director acts as a trusted advisor to regional CX leaders, providing relevant and timely insights that inform their strategies, while ensuring cross-functional alignment on the programmes that matter most to customer retention and growth.

Requirements

What you’ll need

7–10+ years of progressive experience in Customer Success Operations, Programme Management, or CX Strategy & Operations within a B2B SaaS or technology company.
Proven track record leading large-scale organisational change or transformation programmes (e.g., role transitions, operating model redesigns, process re-engineering).
Strong programme and project management skills with the ability to manage multiple complex, cross-functional workstreams simultaneously.
Experience building and optimising company-wide customer lifecycle processes (onboarding, adoption, health scoring, renewal, expansion) and codifying them into repeatable playbooks.
Demonstrated ability to act as a strategic advisor to senior leaders — translating data and operational insights into actionable recommendations.
Excellent stakeholder management and communication skills; comfortable presenting to and influencing senior leadership, including C-suite and ExCo.
Experience driving cross-functional programmes across Customer Success, Sales, Product, HR, and Enablement in organisations of 1,000+ employees.
Data-driven mindset with experience building dashboards, KPIs, and reporting frameworks for CX performance.
Experience in cybersecurity or a related technology domain is a plus.

Benefits

Comp & perks

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