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