Digital Customer Success Project Manager

Proofpoint • Sunnyvale, CA

3d

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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed