Customer Success Operations Program Manager, DataDome
Online fraud and bot protection
Posted today
Online fraud and bot protection
101-200 employees
Posted today
101-200 employees
Company mission
To rid the web of fraudulent traffic.
Role
Who you are
- 3+ years of progressive experience in Customer Success Operations or related roles in B2B SaaS
- Demonstrated analytical and strategic problem-solving skills, with a bias for execution and measurable outcomes
- Proven expertise in optimizing processes and building robust reporting frameworks within CRM, Success, and business intelligence tools (e.g., Planhat, Zendesk, Salesforce, Tableau)
- Exceptional communication (written, verbal, presentation), documentation, and stakeholder management skills across diverse functions and regions
- Highly organized self-starter, adept at managing workload, prioritizing effectively, and meeting deadlines in a fast-paced environment
- Experience working in a cybersecurity company is a plus
What the job involves
- The Customer Success & Delivery teams are the technical backbone of our customer success organization. They work to ensure every customer achieves maximum value from our solutions
- From proactive architecture reviews and performance optimization to fast, expert issue resolution, these teams provide the trusted technical partnership that keeps our customers secure, performant, and always ahead of emerging challenges. We empower customers to innovate confidently and scale with reliability
- Strategic Planning & Execution:
- Act as a trusted advisor to senior leadership
- Support strategic planning, goal setting, and performance tracking to achieve customer and business objectives
- Evaluate and refine customer segmentation, coverage models, and success motions as DataDome scales
- Operational Excellence & Enablement:
- Lead the design, optimization, and continuous improvement of core Customer Success processes (onboarding, support, retention) to enhance efficiency, scalability, and customer experiences
- Partner with the Systems Operations team to oversee process optimization for the CS tech stack (e.g., Planhat, Zendesk, Salesforce, Zapier and other AI tools), ensuring data integrity, optimal adoption, and continuous enhancement of scalable systems, dashboards, and automation to improve KPI visibility and service delivery
- Develop and implement playbooks, documentation, and enablement to enhance team productivity and ensure the adoption of best practices and operational improvements globally
- Business Insights & Analytics:
- Drive cross-functional initiatives and foster a data-driven culture of accountability and operational excellence
- Align CS initiatives with company OKRs, ensuring leadership visibility into progress and outcomes
- Develop and maintain dashboards that track key CS metrics, such as gross/net retention, product adoption, TTV, engagement, expansion trends and support tickets
- Analyze customer lifecycle data to identify performance gaps and recommend actionable improvements
- Cross-Functional Collaboration:
- Partner with cross-functional teams (Sales, Product, Engineering, Marketing, Revenue Ops) to effectively implement and drive retention programs and customer outcomes (e.g., GRR, NRR)
- Collaborate with teams to optimize interlocks and handoffs, ensuring a cohesive post-sale customer experience
- Coordinate with teams to identify dependencies and deliver on customer journey change management
- Onboarding Programs
- Customer Support Programs
- Customer Health Programs (Adoption, Value Realization)
- Customer Engagement Programs (Reviews, Assessments, Betas)
- Voice of the Customer Programs (Product Feedback, Customer Advisory Board, Customer Reviews)
Application process
- Talent Acquisition Manager will contact you for a first chat
- You will then meet with Leta Amburgey
- You will complete a technical test and present it to the team
- The final step will be a one-on-one meeting with our CEO
- Welcome to DataDome!
Our take
The move to digital commerce and communications has many benefits for everyone involved, but it has also coincided with the rise of bot attacks - automated scripts which mimic human behavior for the purposes of fraud or disrupting a service. DataDome offers a solution, providing protection against malicious bots for an enterprise's mobile apps, APIs, and websites.
DataDome is one player in a heavily contested market and competes against the likes of PerimiterX and HUMAN. However, it stands out due to its machine learning engine which enables it to analyze all data requests within 2 milliseconds. This gives it the ability to operate in real time without increasing latency for customers using the client's services legitimately.
DataDome has secured backing in the form of enterprise customers, among which are the NYT, Reddit and Tripadvisor, all firms which are particularly vulnerable to bot attacks. It has also secured significant investment that is cited to fund global commercial rollout, as well as supporting accelerated R&D efforts that will ensure its offering stays well ahead of bot developers and fraudsters.
Freddie
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Mar 2023
$42m
SERIES C
May 2021
$35m
SERIES B
Total funding: $81.1m
Company benefits
- Remote, hybrid, & in-office options, including working from our NY office, located in Soho
- $500 stipend to help you set up your ideal workspace
- Generous & customizable health benefits covering medical, dental, & vision insurance
- Events and workshops planned throughout the year including two annual offsite events, summer & winter parties, lunch & learns, & much more
- PTO - 27 days + 12 national holidays
- 401 K eligibility + matching
- Parent care - gifts & care packages
- $1500 referral bonus
Company values
- Passion: We love what we do and are continuously driven to do our best.
- Growth: Our ambition is to become the global leader of bot and online fraud protection.
- Customer Centricity: We put customers at the forefront of every decision.
- Team Spirit: We work together to excel both personally and professionally.
Company HQ
SoHo, New York, NY
Articles
Leadership
Benjamin Fabre
(Co-Founder & CEO)Spent over a decade as co-founder and CTO of Agence CD Net, and moved on to co-found and serve as president at Institut TrendyBuzz. Subsequently spent a brief spell as COO of Linkfluence.
Fabien Grenier
(Co-Founder & Chairman)Spent 7 years as CEO and co-founder of CD Net, then co-founded and served as CEO at TrendyBuzz Institut. Worked for a year as VP of sales and marketing at Linkfluence.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 8 more jobs at DataDome