Job Information
Proofpoint Director, Global Critical Situation Manager in Belfast, United Kingdom
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 Critical Situation Management and Incident Response
Customer Success and operational excellence are vital to Proofpoint’s long-term growth and profitability. Ultimately, Proofpoint’s success is dependent on the success of its customers. The business must ensure its customers are receiving significant value from both its products and services. As such, Proofpoint needs a senior leader to drive success for its customers, executing against the organization’s broader customer success strategy.
The Director of the Global Critical Situation Management team is 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 driven functions of critical incident command. The Director will oversee break/fix support delivery, manage critical customer situations from initiation through resolution and postmortem, strengthen cross functional alignment, 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 & Escalation Leadership
Serve as the executive escalation point for the most urgent and complex customer situations.
Leadcross functionaltriage and resolution efforts, coordinating Support, Engineering, Product, Security, and Operations.
Provide clear,timely,customer facingstatus updates and internal reporting during critical incidents.
Manage SEV0escalations frominitialdetection through root cause analysis andpost incidentreview.
Conductpost escalationanalysis and authorcustomer facingcause analysis documents.
Evaluate customer requests related to SLA violations and ensureappropriate internalreview.
Leadcross departmentalprocess improvements to maximize customer retention and reduce repeat escalations.
Participate in the 24×7on callrotation as needed.
Strategic & Operational Excellence
Use customer data, operational metrics, and market insights toidentifytrends and drive continuous improvementwith product and engineering teams.
Partner with business and technical leaders to build consensus on strategy, prioritization, andprocessevolution.
Identifysystemic issues andleadcorrective action efforts across departments.
Provide leadership in documentation quality reviews, ensuring technical guides, troubleshooting content, and internal training areaccurateand effective.
Drive improvements within the broader Services organization, influencing processes across teams.
What You Will Accomplish
Navigate ambiguity with confidence and treat obstacles as opportunities to innovate.
Communicate effectively with stakeholders at all organizational levels, including executives and customers.
Demonstrate the courage to think differently and challenge existing assumptions.
Lead with urgency infast paced, dynamic environments; 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 a fast growing, customer focused organization with market leading products 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 accessibility@proofpoint.com .
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: 187,700.00 - 275,275.00 USD
California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska:
Base Pay Range: 151,000.00 - 221,430.00 USD
All other cities and states excluding those listed above:
Base Pay Range: 137,000.00 - 200,915.00 USD
Proofpoint has been honored with six Best Places to Work Awards in 2024 by workplace culture leader Comparably, including Best Company Career Growth, Best Company Outlook, Best Global Culture, Best Engineering Teams, Best Sales Teams, and Best HR Teams.
We are the leader in human-centric cybersecurity. Half a million customers, including 87 of the Fortune 100, rely on Proofpoint to protect their organizations. We’re driven by a mission to stay ahead of bad actors and safeguard the digital world. Join us in our pursuit to defend data and protect people.
Our BRAVE Values:
At Proofpoint, we are BRAVE in everything we do, and our values aren’t just words—they shape how we work, collaborate, and grow.
We seek people who are bold enough to challenge the status quo, responsive in the face of ever-evolving threats, and accountable for delivering real impact.
We value those with a visionary mindset who anticipate what’s next and push cybersecurity forward, and we celebrate exceptional execution that ensures we continue to defend data and protect people.
Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.
Find your network, your allies, and your biggest fans. We know that work is simply better when you’re surrounded by people who inspire you—who share ideas, cheer you on, and genuinely want to see you succeed. That’s why we offer social circles, sponsored networks, and connection points across teams and time zones—to help you find your people, build your community, and thrive together.
This isn’t just a job—it’s a mission to protect people and defend data in a world that never slows down. We’re building the future of human-centric cybersecurity, and that future belongs to all of us. We take ownership, move fast, and hold ourselves accountable—because that’s what it takes to stay ahead. And we do it together, winning as one.
Be empowered to reach your full potential through meaningful challenges and personalized support—designed around you and your goals. Whether you're growing as a leader or leveling up from great to exceptional as an individual contributor, we’re here to help you get there.
Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.