Director, Customer Success

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Corporate Overview

In today’s cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people-centric perspective.

And we are just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you are helping to:

• Build and enhance our proven security platform
• Blend innovation and speed in a constantly evolving cloud environment
• Analyze new threats and offer deep insight through data-driven intel
• Collaborate with customers to help solve their toughest security challenges

We are devoted to helping our customers protect their greatest assets and biggest security risk: their people. That is why we are a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

The Role

We are seeking a leader for our Digital & Low Touch Customer Success team.

As automation and AI capabilities advance, digital is the fastest growing area of Customer Success and is at the heart of Proofpoint’s CS strategy in 2025. We are using data to serve customers with timely, in-the-moment information to guide them towards maximizing the value they derive from our partnership and make them successful.

You will take ownership of our digital and low touch customer success strategy across Proofpoint’s $2B ARR customer base. You will design and execute a customer success strategy that delivers world class insights, recommendations, and risk management for our customers. This role will partner closely with Sales, Product, and other functional leaders to review our customer base for weaknesses and opportunities and design proactive, scalable strategies that keep us top of mind for customers.

While this role is focused on our digital program, it extends to other related areas, such as our success engagement model with partners/channel and how to connect digital to low touch resources for escalations and live conversations. You will have broader purview to mix these and other elements together into a dynamic strategy that meets the changing needs of our customers.

This role has a team of 4-8 reporting to them and is an area of ongoing investment. This role reports to our VP of Customer Success and is a key leader within our broader Customer organization.

Your day-to-day

• Develop digital customer success strategy that drives adoption of our products for all customers, with a particular focus on small customers
• Create strategies that ensure customer executives understand the value delivered by our products throughout the lifecycle and particularly leading up to a renewal event
• Partner closely with Product and other teams to develop campaigns on specific topics, such as roadmap insights, new product releases, and key cyber threat intelligence
• Use this information to design complex customer journey maps, leaning on automation to guide customers seamlessly through their experience with Proofpoint
• Segment and personalize your campaigns depending on level of risk in the account, product focus areas, customer size and more
• Measure and investigate churn across our business to create new strategies that solve for emerging risks or trends
• Ensure consistent, quality execution by the team across our digital engagments
• Rigorously A/B test our journeys to ensure maximum efficacy – from initial open raes through to churn results
• Configure and deploy these campaigns in our CS CRM platform (Totango), in partnership with our CS operations team
• Work with our Partners/Channel team to understand how Partners can benefit from our digital experiences and empower them to support Proofpoint’s business
• Own our light touch program and integrate our digital journeys with seamless escalations to these resources
• Collaborate with Sales, SE, High Touch CSM, and other teams to both publicize our digital program and gather feedback on their areas of need
• Constantly evaluate emerging trends and technologies to enhance our program and keep Proofpoint on the cutting edge

What you bring to the team

• 15+ years experience in Saas and / or Consulting industries
• 5+ years experience in building and delivering digital Customer Success journeys or related fields such as digital Marketing
• Experience working at global scale with $2B ARR and 12,000+ customers deployed on a full range of security products
• Excellent analytics skills and a curious mind to find the next campaign or customer issue to target and dig deep on A/B testing analysis
• An ability to partner effectively with a wide range of other functions: Sales, Product, Marketing, Channels
• World class communication skills, both in verbal and in writing
• Deep management skills to help your team achieve their goals
• Experience working in Customer Success tools, such as Totango or Gainsight
• Commercially astute with knowledge of a Saas Sales+Renewals process. Prior experience as a quota carrier is a big plus
• Cybersecurity experience is a plus but not required

Why Proofpoint 

Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We are a customer-focused and driven-to-win organization with leading-edge products—and many exciting reasons to join our team. We believe in hiring the best, the brightest and cultivating a culture of collaboration and appreciation.

We are a diverse, multinational company with opportunities in all functions, and leaders that welcome candidates from all walks of life. Apply today and explore your future #LifeAtPFPT.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!