Customer Success Program Director

Proofpoint

Full-time - Senior

Administrative and Support Services

About the position

The Customer Success Program Director is a senior role at Proofpoint, responsible for developing the customer engagement backbone of the company's end-to-end "Digital First" customer journey. This journey spans from small and medium-sized businesses (SMB) to large global enterprises, incorporating marketing programs, internal and external communications, and world-class content. The goal is to reach more customers and partners, helping them understand the value that the Proofpoint Customer Office can provide. The ideal candidate for this position is a highly driven leader with a diverse skill set that includes strategic thinking, SaaS services marketing expertise, product and brand marketing aptitude, analytical problem-solving, and creative storytelling. Comfort with ambiguity and the ability to work iteratively in a fast-paced environment are essential traits for success in this role. In this position, you will collaborate extensively across various departments, including Customer Success, Sales, Product, Marketing, and Communications, to develop rich and engaging content that drives the global "Digital First" customer journey. You will be responsible for designing, deploying, and managing the customer engagement backbone, ensuring a cohesive and comprehensive experience for customers. This includes creating impactful success engagement points across a complex multi-product and multi-tier customer journey, as well as developing mechanisms to enhance executive relationships with customers. Additionally, you will drive the tactical execution of internal and external Customer Success communications, create and communicate the Proofpoint Customer Office value proposition, and support leadership in developing compelling content for internal stakeholders. Your role will also involve managing projects, schedules, workflows, deadlines, and costs associated with Customer Office Success Program activities, ensuring successful adoption of new initiatives through effective change management strategies.

Responsibilities

• Design, deploy, and manage the customer engagement backbone of a cohesive, comprehensive, intuitive 'Digital First' end-to-end Proofpoint customer journey.
• Create and articulate consistent, impactful Success engagement points across a complex multi-product, multi-tier customer journey.
• Create reinforcing mechanisms to capture and communicate the ongoing Proofpoint value delivered to customer stakeholders across the customer journey.
• Develop & deploy mechanisms to enhance Proofpoint's executive relationships with customers throughout the customer journey.
• Develop, launch, and manage a new key customer executive sponsor program.
• Drive tactical execution of internal and external Customer Success communications.
• Create and communicate Proofpoint Customer Office / Customer Success value proposition.
• Drive rapid development of Customer Success content that can be leveraged across various channels, mediums, and customer / partner use cases.
• Support Customer Office leadership in developing compelling content for internal stakeholder audiences.
• Develop change management strategies to ensure successful adoption of new initiatives.
• Manage projects, schedules, workflows, deadlines, and costs associated with Customer Office Success Program activities.

Requirements

• Bachelor's degree in Marketing, Communications, Program Management, or a related field; master's preferred.
• 12+ years of experience developing and executing marketing campaigns, including ability to execute Digital First, multi-channel programs at scale.
• 10+ years of experience in content marketing, communications, or a related marketing or Customer Success role, preferably within a SaaS model.
• 8+ years experience engaging with or participating in marketing and communications operations, plus experience working with marketing agencies and/or managing relationships with third-party contractors.
• Expertise in developing a cohesive, comprehensive, intuitive customer journey, spanning SMB customers to large global enterprises.
• Demonstrated experience creating and articulating consistent, impactful success engagement points across a complex multi-product, multi-tier customer journey.
• Strong ability to collaboratively articulate end-to-end customer vision, strategy, and plans to a wide variety of internal and external audiences, with examples of results converting strategy to execution.
• Proven record creating content and customer-facing resources, with the ability to digest and articulate complex concepts for mass consumption via engaging content.
• Solid, creative storyteller with experience in Customer Marketing and/or Customer Advocacy programs and all content creation efforts, including case studies, testimonials, and social media.
• Exceptional executive level communication skills to create and convey customer objectives, success strategies, and customer insights for internal and external stakeholders.
• Highly collaborative, creative, goal-oriented, self-starter and team-centric.
• Superior interpersonal skills, and effective relationship-building talents.
• Highly independent; ability to work rapidly and productively with general direction.
• Proven ability to thrive in a fast-paced, dynamic environment, and drive results in a highly matrixed organization.

Benefits

• Flexible time off
• Robust well-being program providing for 4 global wellbeing days per year
• 3-week work from anywhere option