Head of Customer Experience, Darktrace
Operations
AI cybersecurity solutions
Be an early applicant
AI cybersecurity solutions
1001+ employees
Be an early applicant
1001+ employees
Company mission
To free the world from cyber disruption.
Role
Who you are
- 10+ years in customer experience, operations, or related fields
- 5+ years in a leadership role
- Proven success scaling operations in SaaS, Cloud Native or Cybersecurity companies
- Experience with operational design, metrics, compensation, and workforce planning
- Familiarity with CX tools (Salesforce, Gainsight, Zendesk) and analytics platforms (Tableau, Power BI)
- Strategic thinking and business alignment
- Expertise in Lean, Six Sigma, or similar frameworks
- Strong analytical and KPI development skills
- Exceptional leadership and mentoring capabilities
- Deep understanding of CX functions and operational needs
- Excellent communication and executive influence
- Change management and training expertise
- Bachelor’s degree in Business, Operations, or related field
- MBA or advanced degree preferred
What the job involves
- The Head of CX Operations will lead the CX Operations team, driving operational excellence across all customer-facing functions
- This strategic leadership role is responsible for designing and implementing standardized processes, tracking performance metrics, leveraging customer telemetry, and ensuring CX teams operate efficiently to deliver customer value throughout their journey with Darktrace
- This role is pivotal in scaling the CX organization, optimizing customer outcomes, and supporting ambitious growth goals
- CX Organization Includes:
- Customer Success (CS)
- Renewals
- Solutions Engineering (SE)
- Professional Services (PS)
- [Other relevant functions]
- Lead, and mentor a high-performing CX Operations team
- Develop and execute a CX Operations strategy aligned with the CARE lifecycle and company goals
- Partner with CX leadership to align operational initiatives with team-specific objectives
- Provide Improved customer insights as a key stakeholder in the deployment, adoption and ongoing enhancement of Gainsight
- Design and implement standardized processes for reporting and workforce management
- Optimize resource allocation and capacity planning using workforce management tools
- Drive process automation and reduce workflow redundancies
- Define and standardize KPIs for each CX team
- Oversee development of real-time dashboards and predictive analytics (e.g., Salesforce, Gainsight, Power BI)
- Deliver actionable insights to improve performance and customer health
- Embed Functional Specialists within the CX Ops team to translate team needs into strategies
- Collaborate with team leads to select relevant metrics and processes
- Support the Sales Strategy team in designing and administering outcome-based compensation plans
- Drive training and adoption of tools across CX teams
- Lead change management for new processes and technologies
- Develop playbooks for consistent execution of critical processes
- Partner with Sales, Product, and Finance to align CX operations with business goals
- Represent CX Operations in executive discussions, advocating for strategic priorities
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
Company
Funding (last 2 of 5 rounds)
Sep 2018
$50m
SERIES E
Jul 2017
$75m
SERIES D
Total funding: $230.5m
Company HQ
Cambridge, UK
Leadership
Poppy Gustafsson
(CEO)Previously a Corporate Controller at HP, a Fund Accountant at Amadeus Capital Partners and an Assistant Manager at Deloitte.
Jack Stockdale
(CTO)Co-founded Darktrace in 2013 and has served as the CTO since.
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