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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 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 highly experienced Strategy & Operations professional to play a pivotal role in driving the transformation for the Customer Success Office at Proofpoint. This individual will be responsible for complex data analysis to inform foundational strategic and operational decisions and will also support CS leadership in rolling out major process changes and analyzing performance. This role requires a strategic thinker with a deep understanding of GTM, CS and Services operations, highly advanced analytics skills and a strong ability to influence cross-functional teams without direct management responsibilities.

This role will be a senior level individual contributor who will also be expected to mentor junior analysts. This role will report to Vice President, Customer Success Strategy, Operations & Transformation.

Your Responsibilities

Strategy & Analysis

• Support CS leadership with driving complex analysis to inform key decisions and long-term strategy

• Combine analytics, exploratory skills, and data intuition to deliver insights on customer segmentation, account targeting, churn risk and churn causalities, upsell opportunities, and adoption analytics

• Collaborate closely with data science team to enhance predictive analytics capabilities and incorporate into analysis

• Create executive level presentations that clearly explain data insights and strategic recommendations

Business Operations:

• Implement and manage customer segmentation strategies to tailor CS efforts to different customer needs and profiles

• Design and implement an effective coverage model to align to customer segmentation

• Develop headcount plans to support the growth and scalability of the CS & services teams

• Design and optimize territory assignments to ensure balanced workload distribution

• Develop and implement a KPI target-setting framework for the Customer Office

• Design and implement compensation plans that incentivize and reward CS team members in alignment with set KPIs

• Optimize customer success processes and tools to ensure operational efficiency and scalability

Dashboarding & Executive Reporting

• Partner with CS leadership and data science to design dashboards, visualizations and reporting to enable users to analyze customer portfolio health against key metrics in real time

• Create intuitive dashboards in Power BI and within the Customer Success Platform

• Help CS leadership to design and monitor key performance indicators (KPIs) and operational metrics

Leadership, Change Management, and Collaboration

• Mentor junior analyst resources and bring thought leadership and perspective

• Work closely with product, sales, marketing, and other departments to ensure alignment and integration of customer success initiatives

• Lead change management efforts to implement and enable CS team members on new processes, policies, metrics and other changes that enhance customer success operations

What you bring to the team

• Bachelor's degree in Business, Management, or related field; MBA degree preferred.

• 12+ years of experience in strategy, operations, business analysis, or related roles

• 5+ years of experience within SaaS, preferably with in GTM or customer success functions

• 5+ years of experience driving analysis related to the customer lifecycle – customer journeys, churn analytics / causalities, customer/account targeting, customer health/risk, and adoption analytics

• Proven expertise in using Power BI, Tableau or other business intelligence tools

• Experience with CRM and customer success software (e.g., Salesforce, Gainsight)

• Proven ability to thrive in a high-growth, fast-paced, dynamic environment, and drive results in a highly matrixed organization through collaboration and innovation.

• Highly independent; ability to work rapidly and productively with general direction

• Strong strategic thinking, analytical skills, and problem-solving abilities.

• Excellent communication and project management skills

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: 157,650.00 - 231,220.00 USD

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

Base Pay Range: 129,000.00 - 189,200.00 USD

All other cities and states excluding those listed above:

Base Pay Range: 117,600.00 - 172,480.00 USD

Proofpoint has been honored with six Best Places to Work Awards in 2024 by workplace culture leader Comparably, including Best Company Career Growth, Best Company Outlook, Best Global Culture, Best Engineering Teams, Best Sales Teams, and Best HR Teams.

To view additional awards, please visit www.proofpoint.com/us/news#awards

Proofpoint thrives on the invaluable contributions of our diverse workforce, which encompasses a kaleidoscope of lived experiences, thoughts, perspectives, and professional expertise. We attribute much of our success to our people, who are at the core of our organization and embody our people-centric ethos.

We hire the most innovative minds globally to safeguard our customers’ sensitive data and intellectual property. Our talented workforce develops and leverages our advanced technology, combining their expertise to provide comprehensive protection against threat actors and mitigate the risks posed by both malicious and negligent employees.

Cyberattacks have the potential to disrupt access to vital resources such as energy, water, transportation, healthcare, and financial services. At Proofpoint, our dedicated team works tirelessly to ensure world-class cyber resilience, protecting approximately 8,000 enterprise customers worldwide.

We are committed to creating a diverse, equitable, and inclusive environment. We work every day to ensure that our employees feel that they are in a community that celebrates their unique identity, cultivates their sense of belonging, and invests in their professional growth. We have 9 employee-led employee inclusion groups which help support both employees and our organization by providing opportunities to network, discuss career and cultural development and uplift the corporate culture to create a more inclusive workplace.

At Proofpoint, we have a passion for protecting people, data, and brands from today’s advanced threats and compliance risks. We hire the best people in the business to:

• Build and enhance our proven security platform

• Blend innovation and speed in a constantly evolving cloud architecture

• Analyze new threats and offer deep insight through data-driven intel

• Collaborate with customers to help solve their toughest security challenges

   

We are singularly devoted to helping our customers protect what matters most. That’s why we’re a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.

Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.