Customer Success Program Director

It's fun to work in a company where people truly BELIEVE in what they're doing!We're committed to bringing passion and customer focus to the business. Corporate Overview In today’s cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people-centric perspective. And we are just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you are helping to: Build and enhance our proven security platform Blend innovation and speed in a constantly evolving cloud environment Analyze new threats and offer deep insight through data-driven intel Collaborate with customers to help solve their toughest security challengesWe are devoted to helping our customers protect their greatest assets and biggest security risk: their people. That is why we are a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner. The Role   The Customer Success Program Director is a senior role responsible for developing the customer engagement backbone of Proofpoint’s end-to-end “Digital First” customer journey - spanning SMB customers to large global enterprise - including marketing programs, internal and external communications, and world-class content to reach more customers and partners to help them understand what the Proofpoint Customer Office can help them achieve. The ideal candidate is a highly driven leader with a diverse skillset that spans strategic thinking, SaaS services marketing expertise, product/brand marketing aptitude, analytical problem solving, and creative storytelling. Comfort with ambiguity and the ability to work iteratively at a face pace are a must. You will collaborate extensively across Customer Success, Sales, Product, Marketing, Communications to develop rich, engaging content that drives the “Digital First” customer journey globally. You will bring a mix of creativity, execution discipline, and accountability to results. This is a senior individual contributor role reporting to Vice President - Customer Success Strategy, Operations and Transformation. Your Responsibilities  Design, deploy, and manage the “customer engagement” backbone of a cohesive, comprehensive, intuitive “Digital First” end-to-end (E2E) Proofpoint customer journey, spanning SMB customers to large global enterprises. Create and articulate consistent, impactful Success engagement points across a complex multi-product, multi-tier (e.g., Scaled Success, Enterprise Success) customer journey. Create reinforcing mechanisms to capture and communicate the ongoing Proofpoint value (by product) delivered to customer stakeholders across the customer journey. Develop & deploy mechanisms to enhance Proofpoint’s executive relationships with customers throughout the customer journey, leveraging different engagement models appropriate to customer tiers, across the customer journey. Develop, launch, and manage a new key customer executive sponsor program. Drive tactical execution of internal and external (e.g., email campaign) Customer Success communications. Create and communicate Proofpoint Customer Office / Customer Success value proposition. Drive rapid development of Customer Success content (internal and customer-facing) 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 (e.g., periodic QBRs, eStaff off-sites, etc.). Develop change management strategies to ensure successful adoption of new initiatives. Collaborate with functional leaders to execute major transformational programs. Manage projects, schedules, workflows, deadlines, and costs associated with Customer Office Success Program activities.   What you bring to the team 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 (e.g., Scaled Success, Enterprise Success) 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-buiding 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. Why Proofpoint  Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We are a customer-focused and driven-to-win organization with leading-edge products—and many exciting reasons to join our team. We believe in hiring the best, the brightest and cultivating a culture of collaboration and appreciation. We are a diverse, multinational company with opportunities in all functions, and leaders that welcome candidates from all walks of life. Apply today and explore your future #LifeAtPFPT. #LI-JR1 If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!Consistent with Proofpoint values and applicable law, we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets as set out below. Pay within these ranges varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. The range provided may represent a candidate range and may not reflect the full range for an individual tenured employee. This role may be eligible for variable pay and/or equity. We offer a competitive benefits package that includes flexible time off, a robust well-being program that provides for 4 global wellbeing days per year, and a 3-week work from anywhere option.Base Pay Ranges:SF Bay Area, New York City Metro Area:Base Pay Range: 177,750.00 - 260,700.00 USDCalifornia (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska:Base Pay Range: 142,950.00 - 209,660.00 USDAll other cities and states excluding those listed above:Base Pay Range: 129,750.00 - 190,300.00 USD