Digital Customer Success Program Lead

Why this role exists
PortSwigger is a company built around a simple belief: security should empower people, not slow them down. We create world-class tooling that helps security teams and developers uncover and fix real vulnerabilities, the kind that actually matter. Our products are crafted with care, backed by deep research, and shaped by a relentless drive to make the web safer for everyone.

We’re a successful, engineering-led organisation where small squads are empowered to take forward work in a suitable way, high-leverage work. Curiosity fuels us, craftsmanship defines us, and mutual support keeps us growing together. Here, you’ll have real agency, clear direction, and the freedom to push boundaries, supported by thoughtful coaching and a culture that values learning as much as delivery.

Customer Experience Tribe
The Growth Tribe focuses on how people discover, adopt, and get long-term value from PortSwigger’s products. It brings together Customer Success, Marketing, and commercial strategy to ensure customers are supported effectively at scale, while enabling sustainable growth for the business. The tribe works cross-functionally with Product and Engineering, using data, experimentation, and customer insight to continuously improve how we serve our users.

What you’ll do

• Design, lead, and evolve PortSwigger’s Digital Customer Success strategy
• Build scalable onboarding, adoption, and lifecycle programs
• Implement and optimise Customer Success platforms, health models, and automation
• Partner closely with Product, Engineering, and Marketing to align digital journeys
• Use data and experimentation to drive continuous improvement
• Define success metrics and demonstrate clear customer and revenue impact

Requirements

What you’ll bring

• Significant experience in Digital Customer Success within B2B SaaS
• Strong analytical and systems-thinking mindset
• Hands-on experience with CS platforms and lifecycle automation
• Proven ability to work cross-functionally and influence without authority
• A growth mindset, strong communication skills, and emotional intelligence

What success looks like

• Clear Responsibility and visibility of Digital CS across the organisation
• Measurable improvements in adoption, retention, and expansion
• Trusted partnerships with Product and Growth stakeholders
• Scalable programs that reduce reactive work and increase leverage

Benefits

Onboarding: This role will come with 4-weeks in-person onboarding at our HQ in Knutsford, UK

At PortSwigger, we believe people should be paid what they’re truly worth. We offer competitive salaries, generous pension contributions, and share in the company’s success. Alongside this, you’ll benefit from impressive 401K and healthcare contributions, generous holiday allowance, and a strong focus on learning and development, including our buy-any-book scheme and dedicated time for growth. We care deeply about creating an environment where people can do the best work of their lives.