Director of Customer Experience Programs

🔥 2 hours ago

🐊 Florida, New York, +1 more states – Remote

🐊 Florida – Remote 🗽 New York – Remote ⚔️ Virginia – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

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Darktrace

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

🔒 Cybersecurity

🤖 Artificial Intelligence

💰 Post-IPO Secondary - Darktrace on 2020-03

Cybersecurity • Artificial Intelligence

Darktrace is an AI-native cybersecurity company that delivers autonomous detection and response across network, email, cloud, endpoint, OT and identity environments. Its ActiveAI Security Platform uses self-learning machine learning models that learn an organization’s unique normal to spot novel and subtle threats, provide real-time detection, and take targeted autonomous actions to contain attacks. Darktrace serves enterprises and organizations worldwide with cloud-native, AI-driven security products, threat investigations, incident readiness services, and integrations for comprehensive cyber resilience.

📋 Description

• 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

• 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

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