{"id":1556979,"url":"https://alion.io/job/proofpoint-customer-success","title":"Customer Success","company":{"id":5122,"name":"Proofpoint","domain":"proofpoint.com","url":"https://alion.io/company/proofpoint","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":13,"ghost_share":0,"stale_share":0.692,"repost_share":0,"time_to_fill_p50_days":38,"computed_at":"2026-10-06T05:45:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sunnyvale, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":true}],"status":"live","first_seen_at":"2026-09-30T00:00:00Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-06T19:24:02Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"About Us:\nProofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people.\nHow We Work:\nAt Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values:\nBold in how we dream and innovate\nResponsive to feedback, challenges and opportunities\nAccountable for results and best in class outcomes\nVisionary in future focused problem-solving\nExceptional in execution and impact\nCorporate Overview\nProofpoint is a leading cybersecurity company protecting organizations’ greatest assets and biggest risks: vulnerabilities in people. With an integrated suite of cloud-based solutions, Proofpoint helps companies around the world stop targeted threats, safeguard their data, and make their users more resilient against cyber-attacks. Leading organizations of all sizes, including more than half of the Fortune 1000, rely on Proofpoint for people-centric security and compliance solutions mitigating their most critical risks across email, the cloud, social media, and the web.\nWe are singularly devoted to helping our customers protect their greatest assets and biggest security risk: their people. That’s why we’re a leader in next-generation cybersecurity. Protection Starts with People. \nVice President, Customer Support Threat Protection\nAbout the Company\nWe are a leading cybersecurity company committed to protecting people, data, and organizations from today's most advanced threats. Our mission is to help customers operate securely and confidently through innovative cloud-based security solutions, world-class services, and an unwavering focus on customer success.\nPosition Summary\nThe Vice President of Threat Protection Customer Support is responsible for defining and executing the global customer support strategy for a high-growth cybersecurity organization. This executive leader will drive customer satisfaction, operational excellence, technical support innovation, and business scalability across a worldwide support organization.\nReporting to the VP, Global Customer Support & Operations, the VP of Threat Protection Customer Support will lead a global team responsible for delivering exceptional support experiences through a combination of technical expertise, customer advocacy, AI-powered service delivery, and operational rigor.\nThis role serves as a key member of the Customer Success leadership team and acts as the voice of the customer across Product Management, Engineering, Sales, Security Operations, and Executive Leadership.\nKey Responsibilities:\nStrategic Leadership\nDefine and execute a multi-year vision and roadmap for global customer support.\nDevelop support strategies that improve customer retention, product adoption, and overall customer experience.\nDrive transformation initiatives leveraging AI, automation, self-service, and predictive support capabilities.\nBuild scalable operating models that support company growth, acquisitions, and new product introductions.\nCustomer Experience & Advocacy\nChampion customer-centric decision-making across the organization.\nEstablish programs to proactively identify customer risk, reduce friction, and improve business outcomes.\nMonitor and improve customer satisfaction metrics, including CSAT, NPS, retention, and support experience measures.\nRepresent customer feedback and support trends for executive leadership and product teams.\nEstablish differentiated support offerings aligned to customer segments and service levels. Global Support Operations\nLead a worldwide 24x7 technical support organization utilizing follow-the-sun support models.\nDrive accountability for service level agreements, response times, resolution times, backlog management, and escalation handling.\nEstablish operational frameworks, support processes, and governance mechanisms to ensure consistent service delivery globally.\nOptimize organizational structure, workforce planning, and capacity management.\nManage support budgets while balancing customer experience and operational efficiency. \nTechnical Excellence & Innov ation\nDrive adoption of AI, analytics, automation, and knowledge management capabilities to improve support outcomes.\nEnsure support teams maintain deep expertise in cybersecurity technologies, cloud services, integrations, and emerging threats.\nEstablish proactive support capabilities using telemetry, monitoring, and predictive analytics.\nLead continuous improvement initiatives focused on reducing customer effort and accelerating issue resolution. Cross-Functional Leadership\nPartner closely with Product Management, Engineering, Security Operations, Customer Success, and Professional Services to improve customer outcomes.\nCreate closed-loop processes that translate customer issues, feature requests, and support data into product enhancements.\nCollaborate with Sales and Customer Success leadership on retention, expansion, renewals, and executive customer engagements. Talent & Organizational Development\nRecruit, develop, and retain world-class support leaders and technical talent. • Build leadership pipelines and succession plans for critical roles.\nFoster a high-performance culture focused on accountability, collaboration and inclusion. 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’re a customer-focused and a driven-to-win organization with leading-edge products. We are an inclusive, diverse, multinational company that believes in culture fit, but more importantly ‘culture-add’, and we strongly encourage people from all walks of life to apply. We believe in hiring the best and the brightest to help cultivate our culture of collaboration and appreciation. Apply today and explore your future at Proofpoint! #LifeAtProofpoint\nWhy Proofpoint?\nAt Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you’ll love working with us:\nCompetitive compensation\n\nComprehensive benefits\n\nCareer success on your terms\n\nFlexible work environment\n\nAnnual wellness and community outreach days\n\nAlways on recognition for your contributions\n\nGlobal collaboration and networking opportunities\n\nOur Culture:\nOur culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone.\nWe encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview process, please reach out to .\nHow to Apply\nInterested? 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