Customer Success Manager

Opportunity Overview

As a Customer Success Manager at ZeroFox, you will play a pivotal role in nurturing and expanding our customer relationships. You will be responsible for managing client accounts, driving the adoption of our platform, and ensuring overall customer satisfaction. Your expertise will be crucial in evaluating customer health, executing strategic success plays, and acting as a dedicated advocate for our customers. Your goal will be to ensure clients achieve maximum value from our solutions, leading to increased retention and growth.

Role and responsibilities

• Manage Customer Relationships and Renewals: Build and maintain strong relationships with assigned customer accounts, ensuring a high level of satisfaction and successful renewals
• Act as a Customer Advocate: Serve as the primary point of contact for customers, addressing their needs, concerns, and feedback with urgency and professionalism
• Drive Platform Adoption: Promote and facilitate the use of ZeroFox’s platform features and functionalities to ensure customers fully leverage the product’s capabilities
• Evaluate and Report on Customer Health: Monitor and assess customer health metrics to identify opportunities and risks. Provide actionable insights and reports to both customers and internal teams
• Execute Customer Success Plays: Implement strategic initiatives based on growth and risk signals to drive customer engagement, retention, and expansion
• Collaborate with Internal Teams: Work closely with Sales, Support, and Product teams to ensure seamless service delivery and to address any issues or opportunities that arise
• Develop Customer Success Plans: Create tailored success plans for each account to meet their specific goals and objectives, ensuring alignment with ZeroFox’s strategic vision
  
  

Required Qualifications And Skills

• Education & Experience: Bachelor’s degree or equivalent experience in Customer Success, Account Management, Onboarding, or Customer Service. Demonstrated success in SaaS customer retention. Experience with IT Infrastructure and/or Cyber Security SaaS is highly desirable
• Communication Skills: Excellent verbal and written communication skills, with the ability to present complex information clearly and persuasively
• Customer Success Platforms: Proficiency with customer success platforms is a plus, with experience in using CRM tools such as Salesforce or HubSpot being advantageous
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to address and resolve customer issues effectively
• Customer-Centric Approach: Proven track record of fostering customer relationships and driving customer satisfaction in a SaaS environment
• Agility - Demonstrate agility and thrive in a fast-paced environment, adapting quickly to changing priorities and maintaining high levels of productivity
  
  

About Zerofox

ZeroFox is on a mission to make the internet safer for all. Innovation is at our core – we are relentless in the pursuit of finding new ways to disrupt external cyber threats on the surface, deep, and dark web. ZeroFox offers the only unified cybersecurity platform combining advanced AI analytics, digital risk and privacy protection, full-spectrum threat intelligence, and a robust portfolio of breach, incident and takedown response capabilities to protect customers from growing threats across the external attack surface. It’s a great time to join us in the Fox Den – with fresh private equity funding, expanding investments in AI, a people-first culture, and centers of excellence around the world, we’re growing like never before. If you’re looking for a mission-oriented, customer-focused, collaborative team and ready to take the fight to the adversary, apply to join us in the Den today.

Equal Opportunity, Diversity & Inclusion We aim to build a team that represents a variety of backgrounds, perspectives, and skills. We embrace inclusion and ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, military or veteran status, or any other personal characteristic.