Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI. The Darktrace Active AI Security Platform™ delivers a proactive approach to cyber resilience to secure the business across the entire digital estate – from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace’s platform and services are supported by over 2,400 employees around the world. To learn more, visit http://www.darktrace.com.
Job Description:
We are seeking a strategic, data-driven leader to launch and scale our global customer community—an essential pillar of our Digital Customer Success strategy. The community will serve as the
CSM-at-scale for scale for low-touch customers while providing
foundational peer-to-peer engagement for all customers. This role will lead our community platform strategy, expansion roadmap, operations, cross-functional alignment, and global rollout, helping accelerate customer value, retention, and advocacy.
You will collaborate closely with Product, Customer Success, Marketing, Sales, and Education to ensure the community becomes a seamless, integrated component of the scaled customer journey—consistent with the strategic direction for Darktrace Digital Customer Success.
This is a high-visibility, high-impact role that will shape how our customers learn, engage, and succeed at scale.
Key Responsibilities
Community Strategy & Leadership
- Define and own the global community vision, strategy, and roadmap, aligning to Digital CS goals around scaled engagement, customer value realization, and longtail retention
- Establish the community as a core component of the scaled customer journey, supporting onboarding, enablement, product adoption, value reinforcement, and renewal pathways
- Develop and maintain community governance, policies, and international expansion frameworks including localization and segmentation
Platform Ownership & Operations
- Manage and optimize the community platform, ensuring seamless experience, intuitive navigation, and tight integration with product, content, support, and data systems
- Build community operations foundations including moderation workflows, playbooks, and escalation paths
- Maintain a global cadence of community programs, AMAs, forums, events, groups, and localized engagement experiences
CrossFunctional Collaboration
- Partner with Marketing, Product Management, Customer Success, Sales, and Education teams to align community content, programs, messaging, and platform integrations to company and functional priorities
- Contribute to product roadmap efforts using insights surfaced through community sentiment, discussion trends, VOC analysis, and management of Ideas portal
- Partner with CS/Sales to drive adoption of the community as the “front door” to digital engagement for all customers.
Metrics, Insights & Impact
- Define quantitative and qualitative KPIs to measure community health, engagement, and business impact—including retention signals, content utilization, feature adoption, and peer-to-peer activity
- Conduct data analysis and tracking to demonstrate how community engagement influences customer outcomes
- Establish experimentation frameworks leveraging AI for content generation and customer recommendations
Global Expansion & Localization
- Lead community localization strategy including translation workflows, regional group creation, and culturally relevant programming
- Partner with regional teams to ensure the community supports customers across languages, industries, and maturity levels, and aligns to regional CS and Sales priorities
Required Experience & Skills
- Proven experience building, managing, and scaling a SaaS customer community, ideally in cybersecurity or a related domain
- Experience defining and measuring community impact using data driven frameworks
- Expertise in developing and communicating community strategy to internal stakeholders
- Demonstrated success partnering across Marketing, Product, CS, Sales, and Education teams to embed community in the broader customer journey
- Ability to manage multiple priorities in a fast-moving, globally scaled environment
Preferred Qualifications
- Experience within an AI, cybersecurity, or highly technical SaaS environment
- Familiarity with community analytics platforms, customer data platforms, and digital CS ecosystems
- Experience with AI-assisted content development and customer engagement
- Background in localization strategy or supporting multilingual/global communities
- Experience with advocacy programs, virtual events, and product ideation workflows
Benefits:
- 100% medical, dental and vision insurance, plus dependents
- Paid parental leave
- Pet insurance Discount
- Life insurance
- Commuter benefits
- 401(k)
- Employee Assistance Program
