Customer Success Operations Program Manager

About the team: The Customer Success & Delivery teams are the technical backbone of our customer success organization. They work to ensure every customer achieves maximum value from our solutions. From proactive architecture reviews and performance optimization to fast, expert issue resolution, these teams provide the trusted technical partnership that keeps our customers secure, performant, and always ahead of emerging challenges. We empower customers to innovate confidently and scale with reliability.

Your scope: As the Customer Success Operations Program Manager you will be...

• Strategic Planning & Execution

• Act as a trusted advisor to senior leadership

• Support strategic planning, goal setting, and performance tracking to achieve customer and business objectives

• Evaluate and refine customer segmentation, coverage models, and success motions as DataDome scales

• Operational Excellence & Enablement

• Lead the design, optimization, and continuous improvement of core Customer Success processes (onboarding, support, retention) to enhance efficiency, scalability, and customer experiences

• Partner with the Systems Operations team to oversee process optimization for the CS tech stack (e.g., Planhat, Zendesk, Salesforce, Zapier and other AI tools), ensuring data integrity, optimal adoption, and continuous enhancement of scalable systems, dashboards, and automation to improve KPI visibility and service delivery

• Develop and implement playbooks, documentation, and enablement to enhance team productivity and ensure the adoption of best practices and operational improvements globally

• Business Insights & Analytics

• Drive cross-functional initiatives and foster a data-driven culture of accountability and operational excellence

• Align CS initiatives with company OKRs, ensuring leadership visibility into progress and outcomes

• Develop and maintain dashboards that track key CS metrics, such as gross/net retention, product adoption, TTV, engagement, expansion trends and support tickets

• Analyze customer lifecycle data to identify performance gaps and recommend actionable improvements.

• Cross-Functional Collaboration

• Partner with cross-functional teams (Sales, Product, Engineering, Marketing, Revenue Ops) to effectively implement and drive retention programs and customer outcomes (e.g., GRR, NRR)

• Collaborate with teams to optimize interlocks and handoffs, ensuring a cohesive post-sale customer experience

• Coordinate with teams to identify dependencies and deliver on customer journey change management

You will be more specifically in charge of things like...

• Onboarding Programs

• Customer Support Programs

• Customer Health Programs (Adoption, Value Realization)

• Customer Engagement Programs (Reviews, Assessments, Betas)

• Voice of the Customer Programs (Product Feedback, Customer Advisory Board, Customer Reviews)

It would be great if you have...

• 3+ years of progressive experience in Customer Success Operations or related roles in B2B SaaS

• Demonstrated analytical and strategic problem-solving skills, with a bias for execution and measurable outcomes

• Proven expertise in optimizing processes and building robust reporting frameworks within CRM, Success, and business intelligence tools (e.g., Planhat, Zendesk, Salesforce, Tableau)

• Exceptional communication (written, verbal, presentation), documentation, and stakeholder management skills across diverse functions and regions

• Highly organized self-starter, adept at managing workload, prioritizing effectively, and meeting deadlines in a fast-paced environment

• Experience working in a cybersecurity company is a plus

What’s in it for you?

• Flex Life: Remote, hybrid, & in-office options, including working from our NY office, located in Soho + $500 stipend to help you set up your ideal workspace.

• Monthly allowance of 50 dollars for people who regularly (hybrid work set-up) come to the office in NYC (at least 10 days per month).

• Health Benefits: We offer medical, dental, & vision insurance options to keep you feeling your best.

• A $100 annual allowance is provided for a leisure activity of your choice in Sports.

• Professional Development: #Weaimhigh is part of our DNA, therefore we have invested in an internal Learning and Development platform and offer the opportunity to request additional training and support via your manager.

• Events & Team building: #We care and we have fun! We organise Annual Company-Offsite, Events, Drinks, Winter Party, Lunch & Learns and much more are part of our Culture

• Parent Care: Gifts & care packages to celebrate growing families.

• PTO: 20 paid time off days, 5 sick days and 2 floating holidays + 12 national holidays.

• 401 K eligibility + matching.

What are the next steps?

• Talent Acquisition Manager will contact you for a first chat

• You will then meet with Leta Amburgey

• You will complete a technical test and present it to the team

• The final step will be a one-on-one meeting with our CEO

• Welcome to DataDome!

DataDome stops cyberfraud and bots in real time, outpacing AI-driven fraud from simple to sophisticated across your sites, apps, and APIs. Named a Leader in the Forrester Wave for Bot Management, the DataDome platform is built on a multi-layered AI engine that focuses on intent, not just identity. Because it’s not about knowing who’s real, it’s about what they intend to do. With thousands of AI models that adapt to every fraudulent click, signup, and login, DataDome blocks fraud in less than 2 milliseconds, without compromising performance. DataDome is fully automated and integrates seamlessly into any tech stack. Backed by a 24/7 SOC team of advanced threat researchers, DataDome stops over 350 billion attacks annually. Experience protection that outperforms with DataDome.

DataDome is an equal-opportunity employer, and proud to be committed to diversity and inclusion. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age.