Director customer success data strategy operations

About Us

We are the leader in human-centric cybersecurity. Half a million customers, including 87 of the Fortune 100, rely on Proofpoint to protect their organizations. We’re driven by a mission to stay ahead of bad actors and safeguard the digital world. 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.

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 challenges
  
  

We 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

We are looking for a Director, CS Data Strategy & Operations to join the Customer Office organization (Professional Services, Customer Success, Training, Managed Services, Support, and Renewals). This seasoned leader will have extensive experience in B2B SaaS, Services and Customer Success and will be responsible for building and leading the Data Strategy, Tools and Operations capability. The role requires a highly strategic thinker with a bias for action, a strong technical acumen and a passion for big data, inter-connected systems, and automation. The individual will play a critical role in shaping the Customer Success data strategy and fueling our transformation toward an automated, scalable motion.

The Director, CS Data Strategy & Operations will

Define the strategy, gain executive and cross-functional buy-in, and lead the execution for top-priority, new data-driven capabilities such as Customer 360, health scoring, product adoption analytics, churn (Early Warning System) & growth prediction, AI Agents, Digital CS, and advanced contact management.

Oversee the roadmap and existing portfolio of product telemetry diagnostic tools (aka health checks), used by numerous pre and post-sales teams.

Partner with Product, Engineering and Enterprise Applications to ensure that the right data pipeline and data transformations are in place to power the capabilities described above.

This individual will act as the leader and subject matter expert for all things data within Customer Success, leading the strategy and execution across the data lifecycle - requirements, ingestion, transformation, and activation into business workflows. This is a business role first - technical knowledge is a plus, but emphasis is on driving data strategy and leading programs to unlock powerful insights and embed them into high-touch and digital motions.

This is a people manager role, reporting to Senior Director, CS Strategy & Operations.

Your Responsibilities

Strategic Programs

• Develop and evolve the comprehensive data strategy and maturity model to power Customer Success automation.
• Define the strategy, scope and lead the execution to launch data capabilities that will power Customer 360, health scoring, churn & growth prediction, Digital CS and more
• Partner closely with CS subject matter experts on data requirements and business logic.
• Drive alignment across Product, Engineering, and BI teams to ensure CS needs are prioritized and built into the roadmap.
• Oversee multiple concurrent workstreams across initiatives and product areas, ensuring milestones are delivered on time.
• Once launched, define a framework to maintain the “data offering” and ensure continued usage across systems and advanced AI tools
• Act as the CS subject matter expert for customer data and telemetry, advising leadership on opportunities to leverage data for scale.
  
  

Data Tooling

• Oversee a portfolio of stand-alone product telemetry diagnostic tools (aka “health checks”)
• Define the roadmap and prioritization for health check enhancements and new health check tools
• Partner with CS leadership and CS product experts to develop new types of health checks for new audiences (e.g, CISO)
• Lead a small team to ensure on-time, high quality delivery for all enhancements
  
  

Data Operations

• Work with Engineering and Enterprise Applications to ensure that required data is ingested and properly transformed in the data warehouse for use by recipient CS programs and tools (e.g., digital campaigns, early warning signals, AI agents)
• Ensure cross-functional alignment on the overall data model, so stakeholders understand data sources and frequency of updates feeding data-rich capabilities such as enterprise AI
• Put in place operational processes to ensure data integrity
  
  

What you bring to the team

• Bachelor’s degree in Business, Data Analytics, or related field; MBA preferred.
• 15+ years of experience at the intersection of strategy and execution, business and technology
• Management consulting experience strongly preferred
• A bias for action and ability to mobilize complex initiatives with minimal direction
• 8+ years of experience within SaaS, focused on strategy & operations in Services & Customer Success
• Strong executive presence and proven track record mobilizing and leading programs end to end
• Strong communication and presentation skills, with the ability to translate complex data topics into clear business insights.
• Experience with harnessing data to drive accurately targeted and timed customer engagement at scale
• Experience with launching and managing capabilities / data / offerings for customer-facing teams
• Ability to start with a blank piece of paper and thrive in a high-growth, fast-paced, dynamic environment
  
  

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 .

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
• Learning & Development We are committed to the growth and development of our team members, offering a range of programs including leadership and professional development workshops, stretch project assignments, and mentoring opportunities to help employees reach their full potential.
• Flexible work environment [Remote options, hybrid schedules, flexible hours, etc.].
• 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 [email protected]. How to Apply Interested? Submit your application here // We can’t wait to hear from you!

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 compensation and/or equity. We offer a competitive benefits package, including flexible time off, a comprehensive well-being program with two paid Wellbeing Days and two paid Volunteer Days per year, plus a three-week Work from Anywhere option.

Base Pay Ranges

SF Bay Area, New York City Metro Area

Base Pay Range 182,175.00 - 267,190.00 USD

California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska

Base Pay Range 146,550.00 - 214,940.00 USD

All other cities and states excluding those listed above

Base Pay Range 132,975.00 - 195,030.00 USD