Vice President of Digital Customer Success, Darktrace
Salary not provided
Expert level
Chicago
London
Miami
New York
AI cybersecurity solutions
Be an early applicant
AI cybersecurity solutions
1001+ employees
B2BArtificial IntelligenceMachine LearningSaaSCyber Security
Be an early applicant
Salary not provided
Expert level
Chicago
London
Miami
New York
1001+ employees
B2BArtificial IntelligenceMachine LearningSaaSCyber Security
Company mission
To free the world from cyber disruption.
Role
Who you are
- 10+ years in Customer Success, CX, or Product-led Growth roles, with 5+ years in leadership
- Proven experience building and scaling digital customer success programs across multiple segments
- Strong understanding of lifecycle frameworks (e.g., CARE, LAER), outcome-based frameworks, and metric-based storytelling
- Familiarity with AI tooling, journey orchestration, and agentic models in CS
- Demonstrated success in cross-functional leadership across Product, Marketing, and R&D
- Excellent communication and executive stakeholder management skills
- Strategic, analytical, execution-focused mindset and ability to influence at executive and technical levels
- Background in cybersecurity, SaaS, or enterprise software environments
- Experience with LMS strategies, community-led growth, and digital education platforms
- Strategic thinker with a bias for execution
- Customer-centric mindset with a passion for scalable impact
- Collaborative leader who thrives in matrixed environments
- Data-driven decision maker with a focus on measurable outcomes
- Builder mindset with a strong sense of ownership and urgency
What the job involves
- We are seeking a visionary and execution-focused leader to build and lead our Digital Customer Success function
- This role will architect and operationalize a scalable, tech-powered engagement model that delivers measurable value across the entire customer base—efficiently, proactively, and without reliance on high-touch engagement
- You will drive a multi-year strategy that integrates AI-powered lifecycle programs, community-led learning, product experience, and intelligent automation
- This role requires deep cross-functional collaboration across Product, R&D, Marketing, Support, and CX to deliver a unified digital experience strategy that aligns with enterprise priorities and earns executive sponsorship
- Strategic Leadership
- Define and evolve the Digital Success operating model, supporting excellence across the customer journey—from onboarding through adoption, retention, expansion, and advocacy
- Architect a multi-year roadmap that integrates digital engagement, pooled technical expertise, and scalable success motions powered by AI and automation
- Own the strategy around the digital engagement tech stack, including Gainsight CS/CC, Salesforce
- Embed automation and intelligent nudges into the customer journey, from onboarding flows to in-app engagement and stakeholder alerts. Team Leadership
- Build and lead a high-performing team of Digital Lifecycle Program Owners and Community Managers
- Develop and mentor leadership talent within the CX organization, growing future managers and strengthening organizational depth. Cross-Functional Collaboration
- Partner with Product, R&D, Marketing, Support, and RevOps to execute a unified digital motion
- Collaborate with Customer Marketing and Product Marketing to deliver lifecycle content, campaigns, and in-product experiences aligned to customer outcomes
- Work closely with Support on agentic strategies, chatbot design, and proactive deflection methods to reduce case volume and improve self-service rates. Program Development & Execution
- Design and operationalize digital-first lifecycle programs using platforms like Gainsight and Salesforce
- Activate and manage a technical community to support product adoption, peer learning, and best practices
- Leverage data and analytics to develop targeted programs that maximize impact across customer segments
- Ensure lifecycle programs are prescriptive, repeatable, and measurable—anchored in customer outcomes and value realization. Measurement & Outcomes
- Define and manage a KPI framework that demonstrates the impact of digital success programs on retention, NRR, product usage, and cost-to-serve
- Embed value-based outcomes and success plans across segments, leveraging a standard outcome-based framework
- Report program performance and impact to executive stakeholders, steering committees, and cross-functional partners
Our take
With the rise of sophisticated cyberattacks, the need for cutting-edge defence mechanisms has never been more critical. Darktrace addresses this challenge by leveraging AI-enabled threat detection technology, enabling organisations to swiftly identify and respond to abnormal network activity.
By utilising machine learning algorithms, Darktrace allows businesses to combat a wide range of cyber threats, from data breaches to insider attacks. This safeguards their digital assets and helps them maintaining operational resilience.
The company's recent acquisition by private equity giant Thoma Bravo marks a significant milestone in its journey. The acquisition provides Darktrace with access to a strong financial partner and deep software sector expertise, positioning it to further enhance its capabilities as a leading AI cybersecurity business.
Steph
Company Specialist at Welcome to the Jungle
Insights
Top investors
Company
Funding (last 2 of 5 rounds)
Sep 2018
$50m
SERIES E
Jul 2017
$75m
SERIES D
Total funding: $230.5m
Company benefits
- 23 days paid holiday plus UK bank holidays, increasing to 25 days after two years’ service 🇬🇧
- Additional birthday day off 🇬🇧
- Salary Sacrifice pension scheme with 4% employer contribution and minimum 5% employee contribution 🇬🇧
- Optional BUPA private medical insurance for you and your immediate family 🇬🇧
- Life assurance with a benefit of 4x your annual basic salary 🇬🇧
- Employee Assistance Programme offering both on-line and telephone support and resources to you and your family 🇬🇧
- Cycle to work scheme 🇬🇧
- Active social and charity initiatives including our matched charitable giving scheme and employee recognition scheme 🇬🇧
Company HQ
Cambridge, UK
Leadership
Jack Stockdale
(CTO)Co-founded Darktrace in 2013 and has served as the CTO since.
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