Digital Success Lifecycle Programme Manager

Darktrace

Digital Customer Success program manager advancing customer health, adoption, retention, and value realization for Darktrace’s AI-driven cybersecurity platform. Leading global lifecycle programs and cross-functional initiatives.

Posted 8/12/2026full-timeDallas • New York, Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Digital Customer Success initiatives, focusing on customer health measures, risk mitigation, and value realization. Proficient in data analysis, program management, and cross-functional collaboration to drive customer engagement and optimize program performance.

Highest-signal resume keywords

Digital Customer SuccessData AnalysisProgram ManagementCross-Functional CollaborationGainsight Journey Orchestrator

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program ManagementData AnalysisCustomer Journey OrchestrationOutcome-Focused Program DesignCustomer Retention Analysis

Soft Skills

Strong Written CommunicationStrong Verbal CommunicationOrganizational SkillsAttention to DetailInfluencing Skills

Tools & Technologies

Salesforce CRMGainsight Journey OrchestratorAI Program Development

Industry Keywords

Customer SuccessBusiness AnalysisProduct ManagementOperationsManagement Consulting

About the role

Key responsibilities & impact

Support the development of Digital Customer Success initiatives focused on customer health measures and risk mitigation
Drive customer value realization and business impact through Digital CS programs
Partner with the global Customer Success organization and cross-functional teams including Success Architecture, Marketing, Product, CS, and Sales
Manage individual Digital CS initiatives and holistic scaled customer journey orchestration
Develop current-state and future-state overviews of scaled customer journeys
Conduct customer data analysis to understand the global customer base
Identify customer needs and opportunities at different journey stages
Develop and implement self-serve and scaled programs improving customer health, product adoption, value realization, retention, and growth
Analyze customer retention drivers, trends, and signals
Maintain stakeholder partnerships and build business cases for cross-functional initiatives
Monitor pilot and new initiative performance and plan rollouts and expansions
Review existing programs and processes against metric targets to identify optimization opportunities
Build relationships with senior business leaders to facilitate collaboration and alignment
Prepare and deliver strategic recommendations aligned with business priorities and impact
Create and maintain internal materials on Digital CS programs
Track industry landscape, digital customer success trends, and technologies to inform program evolution
Occasional national and international travel might be required

Requirements

What you’ll need

B.A./B.S. degree or equivalent practical experience
6–10 years’ experience in a combination of program management, product management, operations, customer success, management consulting, business analysis, or customer marketing
Strong written and verbal communication skills to communicate complex topics clearly to varied audiences
Strong organizational skills and attention to detail
Cross-functional collaboration and influencing skills
Experience working cross-functionally in shaping and delivering programs globally and across multiple customer segments
Experience designing data-driven, outcome-focused programs and capturing results to demonstrate program impact and guide iteration
Experience with global scaled and digital programs welcomed
Experience with Gainsight Journey Orchestrator, Salesforce CRM, and AI program development welcomed
Data analysis and business management experience welcomed
Experience leading change within a cross-functional business environment welcomed

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
Reasonable accommodations for qualified individuals with disabilities
Employment with Darktrace is at-will