About Us: Proofpoint 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.
How We Work: At Proofpoint you'll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values: Bold in how we dream and innovate Responsive to feedback, challenges and opportunities Accountable for results and best in class outcomes Visionary in future focused problem-solving Exceptional in execution and impact Director, Global Escalations and Incident Management Customer Success and operational excellencearevital to Proofpoint'slong-termgrowth and profitability.Ultimately, Proofpoint'ssuccess is dependent on the success of its customers.
The business must ensure its customersare receivingsignificant value from both its products and services.
As such, Proofpoint needsa senior leader to drivesuccess for its customers, executing against the organization's broader customer success strategy.
The Director ofthe GlobalCritical Situation Managementteamis a senior leader responsible for driving world class customer support outcomes, leading the organization's most urgent customer escalations, and ensuring that customers achieve maximum value from Proofpoint's products and services.
This role blends operational leadership of global technical support with the strategic,customer advocacy drivenfunctions of critical incident command.
The Director will oversee break/fix support delivery, manage critical customer situations from initiation through resolution and postmortem, strengthencross functionalalignment, and drive continuous improvement across people,process, and technology.
Key Responsibilities Customer Success Support Delivery Leadership Execute a comprehensiveCritical Situation managementand customer success strategy, including hiring, onboarding, performance standards, and operational plans.
Define success criteria and track adherence to key operational metricsfor escalations Develop standards for handling customer incidents, escalation paths, and communication frameworks that drive successful outcomes.
Improve customer satisfaction, and overall customer health across the lifecycle.
Evaluate customer needs,identifygaps, and drive initiatives that strengthen customer value realization.
Collaboratecross functionallywithTechnical Account Management,Professional Services, ProductandEngineering to support customer success.
Promote business continuity and operational excellence across the global support community.
Lead effectively in a matrixed,cross functionalenvironment.
Critical Situation Management drive accountability andfollow through.
Apply analytical thinking anddata drivendecision makingto improve support outcomes and customer loyalty.
Qualifications 7+ years of customer support, customer success, or professional services leadership in a B2B SaaS environment.
Proventrack recordmanagingenterprise classsupport organizations to customer success goals (CSAT, NPS, etc.).
7+ years of experience in escalation or incident management roles withdemonstratedsuccess resolving complex,high impactissues.
Strong business and management acumen with experience influencing senior leadership.
Bachelor's degree or equivalent experience.
Strong technicalproficiency, including: Broad understanding of cybersecurity as it relates to email security, enterprise archiving,dataand application security Understanding of databases and SaaS architecture Linuxcommand linecompetence Skilledcommunicatorandinfluencerwith customers, executives, and internal teams.
Experience with Salesforce Service Cloud or similar support systems.
Ability to independently troubleshoot complex system environments with multiple configurations and protocols.
Project Managementexperience:PMP certification is a plus.
Why Proofpoint Proofpoint is afast growing,customer focusedorganization withmarket leadingproducts and a culture grounded in innovation, collaboration, and appreciation.
As a global company with offices in over 10 countries, we believe that hiring exceptional people—and treating them well—is the foundation of our success.
Joining the team means contributing to an environment that values diverse perspectives and empowers employees to make an impact.
#LI-PH1 Why Proofpoint?
At 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: Competitive compensation Comprehensive benefits Career success on your terms Flexible work environment Annual wellness and community outreach days Always on recognition for your contributions Global collaboration and networking opportunities Our Culture: Our culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone.
We encourage applications from individuals of all backgrounds, experiences, and perspectives.
If you need accommodation during the application or interview process, please reach out to How to Apply Interested?
Submit your application along with any supporting information- we can't wait to hear from you!
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 compensation and/or equity.
We offer a competitive benefits package, including flexible time off, a comprehensive well-being program with two paid Wellbeing Days and two paid Volunteer Days per year, plus a three-week Work from Anywhere option.
Base Pay Ranges: SF Bay Area, New York City Metro Area: Base Pay Range: 187,************,****** USD California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska: Base Pay Range: 151,************,****** USD All other cities and states excluding those listed above: Base Pay Range: 137,************,****** USD