Darktrace

11 hours ago

Director of Customer Experience Programmes

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Drive the execution and day-to-day management of strategic customer experience (CX) programmes at scale. Translate CX strategy into structured delivery plans and programme governance, build and operationalize lifecycle playbooks (Land/Onboard/Run, Renew/Expand), and lead CX transformation across regions. Serve as a trusted advisor to regional CX leaders, aligning cross-functionally with Customer Success, Sales, Product, Enablement, HR, and Operations while tracking CX KPIs to improve retention, adoption, and growth.

Location: New York, Miami

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Director level

Key Responsibilities

•Translate CX programmes strategy into structured delivery plans with milestones, owners, dependencies, and timelines, and drive end-to-end programme management for complex initiatives across regions.
•Build and maintain programme governance frameworks (status reporting, risk logs, steering committee materials, and executive updates) while managing competing priorities and escalating trade-offs.
•Develop and operationalize scalable CX lifecycle processes and playbooks across Land/Onboard/Run and Renew/Expand, including documentation, templates, and tooling.
•Lead organisational change and transformation programmes, partnering with HR, Enablement, and regional CX leaders on change execution, skills assessment, training, communications, and phased rollout.
•Build dashboards and reporting cadences; track CX metrics (GRR, NRR, adoption, customer health, renewal rates, expansion) and use insights to surface gaps and drive continuous improvement.

Pay and Benefits

Perks:Health InsuranceDentalVisionPaid ParentalPet InsuranceLife InsuranceCommuter Benefits401kEmployee Assistance

Key Requirements

•7–10+ years of progressive experience in Customer Success Operations, Programme Management, or CX Strategy & Operations in a B2B SaaS/technology environment.
•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 managing multiple complex, cross-functional workstreams simultaneously.
•Experience building and optimizing 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 using data and operational insights to drive actionable recommendations.

Experience:7+ yearsB2B SaaSTechnologyCustomer successCybersecurity

Skills:Stakeholder managementCommunicationStrategic advisingData-driven mindsetContinuous improvement

Company Brief

Darktrace

Develops AI-driven cybersecurity solutions that detect, respond to, and neutralize cyber threats across cloud, email, network, and endpoint environments using machine learning and anomaly detection to protect enterprises globally.

Industry: Cybersecurity

Company Size: Enterprise (1,001+ employees)

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Cambridge, United Kingdom

Founded: 2013

Website LinkedIn

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Darktrace

11 hours ago

Director of Customer Experience Programmes

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: New York, Miami

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Director level

Key Responsibilities

•Translate CX programmes strategy into structured delivery plans with milestones, owners, dependencies, and timelines, and drive end-to-end programme management for complex initiatives across regions.
•Build and maintain programme governance frameworks (status reporting, risk logs, steering committee materials, and executive updates) while managing competing priorities and escalating trade-offs.
•Develop and operationalize scalable CX lifecycle processes and playbooks across Land/Onboard/Run and Renew/Expand, including documentation, templates, and tooling.
•Lead organisational change and transformation programmes, partnering with HR, Enablement, and regional CX leaders on change execution, skills assessment, training, communications, and phased rollout.
•Build dashboards and reporting cadences; track CX metrics (GRR, NRR, adoption, customer health, renewal rates, expansion) and use insights to surface gaps and drive continuous improvement.

Pay and Benefits

Perks:Health InsuranceDentalVisionPaid ParentalPet InsuranceLife InsuranceCommuter Benefits401kEmployee Assistance

Key Requirements

•7–10+ years of progressive experience in Customer Success Operations, Programme Management, or CX Strategy & Operations in a B2B SaaS/technology environment.
•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 managing multiple complex, cross-functional workstreams simultaneously.
•Experience building and optimizing 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 using data and operational insights to drive actionable recommendations.

Experience:7+ yearsB2B SaaSTechnologyCustomer successCybersecurity

Skills:Stakeholder managementCommunicationStrategic advisingData-driven mindsetContinuous improvement

Company Brief

Darktrace

Industry: Cybersecurity

Company Size: Enterprise (1,001+ employees)

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Cambridge, United Kingdom

Founded: 2013

Website LinkedIn