Digital Customer Experience Program Manager
About Us:
Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people.
How We Work:
At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values:
Bold in how we dream and innovate
Responsive to feedback, challenges and opportunities
Accountable for results and best in class outcomes
Visionary in future focused problem-solving
Exceptional in execution and impact
The Role
We’re looking for a Digital Customer Success Program Manager who will split time between customer-facing activity for our 'digital' low-touch segment accounts and with a primary focus of building out automations, triggers and AI-enabled workflows to guide our customers as they deploy, adopt and renew Proofpoint’s products.
In this role, you’ll blend a strong understanding and interest in digital customer success, automation and data analysis, with customer adoption and renewal playbooks on 'digital' segment accounts.
The ideal candidate will be a customer-centric and technology/AI forward individual with digital customer success/customer experience background in the SaaS industry.
Your day-to- day
This role's primary responsibility will be to own the management and maintenance of digital programs that are customer facing, keeping a keen eye on maintaining the balance between digital automation and human intervention.
Build programs that automate various customer engagements and actions, focused on customer education and digital intervention across multiple channels
Work with multiple stakeholders and internal teams to connect processes, data and programs in the service of effective digital customer success
Leverage AI tools to automate workflows and enhance the customer experience in meaningful ways
Partner with CS Operations to maintain customer data quality and systems infrastructure
Build and manage various one-to-many customer programs including email campaigns, office hours, webinars, and in-app messaging
Leverage the existing knowledge base and learning content to drive customer education campaigns - and identify learning gaps to work with the team on filling
What you bring to the team
Previous experience in a CS Operations or Automation related role
Deep understanding of relational customer data and common best practices for driving data hygiene activities
Strong technical project management skills
Deep understanding of AI systems (both CX specific and general) with an eye for implementing efficiency gaining automations and customer flows
Strong communication and interpersonal skills, with the ability to build and maintain relationships with diverse stakeholders
Existing knowledge of Totango and Amazon QuickSuite are big pluses
A high level of organization, attention to detail, and the ability to manage multiple priorities proactively and effectively
#LI-CB1
Why Proofpoint?
At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you’ll love working with us:
Competitive compensation
Comprehensive benefits
Career success on your terms
Flexible work environment
Annual wellness and community outreach days
Always on recognition for your contributions
Global collaboration and networking opportunities
Our Culture:
Our culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone.
We encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview process, please reach out to accessibility@proofpoint.com.
How to Apply
Interested? Submit your application along with any supporting information- we can’t wait to hear from you!
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Proofpoint is a leading cybersecurity company that protects organizations’ biggest risks and greatest assets: their people. With an integrated suite of cloud-based threat, information and user protection solutions, we help organizations around the...
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