Digital Customer Success Project Manager

Proofpoint•Sunnyvale, CA

2d•Hybrid

About The Position

Proofpoint is seeking a Digital Customer Success Project Manager to drive scalable, digital-first customer engagement across the lifecycle. This individual contributor role will focus on designing and executing programs that improve customer adoption, engagement, and retention through targeted, data-driven digital experiences. You will partner closely with Customer Success, Marketing, Product, and Operations to deliver programs that help customers realize value from Proofpoint solutions while scaling impact across a global customer base.

Requirements

5+ years of experience in Customer Success, Digital/Lifecycle Marketing, or Program Management
Strong understanding of digital customer success best practices, including: Customer segmentation and journey mapping, Lifecycle and triggered communications, Scaled (tech-touch) engagement models
Proven ability to independently manage programs and projects in a cross-functional environment
Working knowledge of generative AI tools (e.g., ChatGPT, Amazon QuickSight/QuickSuite) to improve content creation, program efficiency, or analytics
Strong analytical and problem-solving skills, with experience using data to drive decisions
Excellent written and verbal communication skills

Nice To Haves

Experience building or supporting Customer Advisory Boards (CABs) or customer communities
Familiarity with marketing automation, webinar platforms, and customer success tools
Experience supporting virtual events, office hours, or customer education programs
Experience in B2B SaaS environments

Responsibilities

Design and execute digital customer success programs that support onboarding, adoption, and ongoing engagement
Build and manage a calendar of digital touchpoints, including email campaigns, in-product messaging, webinars, and lifecycle journeys
Apply digital CS best practices such as segmentation, personalization, and journey orchestration to deliver relevant, timely customer experiences
Support scalable tech-touch engagement models to complement high-touch Customer Success efforts
Establish and manage a digital-first Customer Advisory Board (CAB)
Identify and recruit customers aligned to strategic segments
Plan agendas, facilitate sessions, and capture actionable insights
Partner with internal stakeholders to operationalize feedback
Support monthly customer office hours and webinars
Coordinate logistics, speakers, and content
Drive attendance and engagement
Ensure post-event follow-up and content distribution
Independently manage end-to-end program execution, from planning through delivery and optimization
Partner with Customer Success, Product Marketing, and Product teams to align messaging and priorities
Develop and maintain program playbooks, templates, and documentation to ensure consistency and scalability
Define and track key performance indicators (KPIs) for digital programs (e.g., engagement, adoption, retention, NPS)
Analyze program performance and customer behavior to identify trends and opportunities
Use data to continuously optimize programs and campaigns
Build and deliver reports and dashboards to communicate impact to stakeholders