Customer Success Manager

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Establish and nurture post-sales relationships with clients from various industries and company sizes.

• Act as a reliable technical advisor and support representative for ZeroFox customers.

• Proactively refresh customer platforms and generate reports demonstrating solution effectiveness.

• Offer continuous customer education and advocate for their needs.

• Determine business and technical requirements in collaboration with customers.

• Assist product and services teams in outlining the scope of work.

• Collaborate with customers to ensure consistent, high-quality engagement and promote customer success.

• Create tailored customer experiences utilizing the ZeroFox platform and operating environment.

• Implement and enhance scalable enablement programs, including the development of customer champions.

• Provide expert advice to customers regarding platform configuration and its value.

• Coordinate with technical support leads on platform configuration requests and changes in use-cases.

• Design and develop solutions leveraging ZeroFox’s platform, integrations, and APIs.

• Conduct web-based training sessions for user groups.

• Engage in discovery and education activities to uncover opportunities for expanded platform usage.

• Offer frontline technical support for best practices and general customer inquiries.

• Mobilize ZeroFox resources to swiftly address customer issues.

• Partner with Product, Customer Operations, Services, and other internal teams to enhance customer experiences and products.

• Keep up-to-date with functional and technical knowledge of ZeroFox service offerings.

• Document best practices for the development and utilization of ZeroFox solutions.

• Conduct focused consultations tailored to customer needs and business objectives to encourage adoption, maturity, and growth.

⛳️ Requirements

• A minimum of 3 years of experience in a related role.

• Proficient in SaaS-based platform configuration and maintenance for multiple clients concurrently.

• Direct experience in customer advocacy and engagement within post-sales or professional services for Fortune 1000, mid-tier, and/or start-up organizations.

• Proven track record of successfully managing customer support engagements to completion with high customer satisfaction levels.

• Strong analytical and problem-solving capabilities.

• Outstanding verbal and written communication, organizational, and presentation skills.

• A customer service mindset with a commitment to teamwork, collaboration, adaptability, and initiative.

• Demonstrated success in strategic thinking and tactical execution while upholding high customer satisfaction and retention in a fast-paced setting.

• Competitive spirit and awareness of competitive landscape.

• Ability to articulate strengths and vulnerabilities effectively.

• Willingness to travel as needed based on customer and business requirements.

• Knowledgeable in data analytics, dashboards, and reporting.

• Proficient in both written and spoken English and Arabic.

• Familiarity with JIRA, SQL, Salesforce, Google Apps, and Zendesk.

• Bachelor’s or Graduate degree, preferably in Computer Science, Information Systems, Cybersecurity, or a related field.

• Relevant certifications such as CISSP, CISA, and Security+ are desirable.

• Previous experience in customer success, technical support, configuration, and/or training roles.

🏝️ Benefits

• Community-oriented culture with employee events.

• Respectful and supportive work environment.

• Employee engagement activities.

• Equal employment opportunity with no tolerance for discrimination or harassment.