Customer Success Manager

OPPORTUNITY OVERVIEW 

ZeroFox seeks a Customer Success Manager (CSM) to build and maintain post-sales relationships with various customers of diverse industries and sizes. CSMs  drive value by serving as trusted technical advisors, support contacts, and aligned resources with ZeroFox customers. CSMs exceed customer expectations by proactively updating the customers’ platforms, creating reporting that clearly shows their solutions’ effectiveness, providing ongoing education and advocating for their needs. CSMs work with customers to define business and technical requirements, while supporting the product and services team in defining scope of work. The successful applicant will need to nurture relationships, both internally and externally, provide amicable customer solutions, and be technically competent on the ZeroFox SaaS platform. Technically- and business-minded Customer Success Managers, Project Managers, Business Analysts, Systems /or Software Developers, or candidates with experience with setup and delivery of similar SaaS products, will be given priority consideration. 

Role and responsibilities 

• Effectively partner with a broad range of customers, focusing on delivering consistent, high-quality engagement and ensuring success for customers of various industries and sizes.
• Build effective curated customer experiences with the ZeroFox platform and larger operating environment
• Execute and refine scalable enablement programs, including building customer champions and engaging with various 1:many assets and programs.
• Provide advice and guidance as a subject matter expert to ensure successful ongoing usage of and value from the ZeroFox platform configuration
• Act as a liaison with technical support leads for all requests for new platform configuration and changes to use cases within the customer environment 
• Design and develop innovative solutions to customer requirements using ZeroFox’s platform and/or integrations to customer technologies, including API-based integrations
• Deliver web-based training to user groups to support organizational adoption 
• Conduct discovery and education activities to identify opportunities for ZeroFox usage across organizational functions and processes 
• Serve as a frontline technical resource for “best practice” and informal customer questions 
• Initiate engagement with other ZeroFox resources when needed as a customer advocate to ensure speedy resolution of customer issues 
• Engage with ZeroFox internal organizations including Product, Customer Operations, Services, etc. to streamline customer experiences and product enhancements, particularly by identifying trends across customers.
• Maintain current functional and technical knowledge of ZeroFox service options
• Help to document best practices in developing and using ZeroFox solutions
• Conduct efficient, targeted, and impactful consultations, identifying key customer needs and tailoring solutions to their business goals; in turn driving adoption, maturity and growth

 

 Required qualifications and skills 

• Experience in a related function, typically obtained in 3+ years 
• Experience with SaaS-based platform configuration and maintenance for multiple customers simultaneously
• Direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, and/or start-up companies
• Successful management of customer support engagements to completion with high levels of  customer delight
• Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems
• Exceptional verbal and written organizational, presentation, and communication skills 
• Customer service orientation and belief in teamwork, collaboration, adaptability and initiative
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment 
• Competitiveness & competitive awareness. Proficiency in explaining strengths & vulnerabilities
• Willingness to travel as required based on customer and business need 

 

Desired qualifications and skills

• Knowledge of data analytics, dashboards, and reporting
• Skill with various workflow tools: JIRA, SQL, SalesForce, Google Apps, Zendesk.
• Bachelor’s or Graduate degree, preferably in Computer Science, Information Systems, Cyber, or other similar background
• Certifications: CISSP, CISA, Security+
• Propensity to thrive on change and general dissatisfaction with the “status quo” founded on the belief that great is better than good
• Past experience working in customer success, technical support, configuration, or training.