Customer Success Manager

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

📋 Description

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

• Act as a reliable technical advisor and support resource for ZeroFox clients.

• Proactively refresh customer platforms and generate reports that showcase the effectiveness of solutions.

• Provide continuous education to customers and advocate for their needs.

• Collaborate with customers to define business and technical requirements, assisting product and services teams in outlining the scope of work.

• Work alongside clients 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 developing customer champions.

• Guide clients as a subject matter expert on ongoing platform usage and the value of configurations.

• Coordinate with technical support leads concerning platform configuration requests and alterations to customer-environment use cases.

• Design and create solutions using the ZeroFox platform, integrating customer technologies and APIs.

• Provide web-based training to user groups.

• Conduct discovery and educational sessions to uncover opportunities for enhanced platform usage across various organizational functions and processes.

• Offer front-line technical guidance on best practices and address customer inquiries.

• Engage ZeroFox resources to swiftly resolve customer issues.

• Collaborate with Product, Customer Operations, Services, and other internal teams to refine customer experiences and identify trends for product enhancement.

• Stay updated on current functional and technical knowledge of ZeroFox service offerings.

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

• Conduct focused consultations, assess customer needs, customize solutions to align with business goals, and drive adoption, maturity, and growth.

⛳️ Requirements

• Over 3 years of experience in a relevant role.

• Proficient in configuring and maintaining SaaS-based platforms for multiple customers simultaneously.

• Direct experience in customer advocacy and engagement within post-sales or professional services roles.

• Background in Fortune 1000, mid-tier, and/or startup companies.

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

• Strong analytical and problem-solving abilities.

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

• Customer service-oriented mindset and the ability to work collaboratively, demonstrating adaptability and initiative.

• Demonstrated success in strategic thinking and tactical execution while maintaining customer satisfaction and retention in a fast-paced environment.

• Competitive spirit and awareness of competitive landscape.

• Proficient in articulating strengths and vulnerabilities.

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

• Knowledgeable in data analytics, dashboards, and reporting.

• Fluent in both written and spoken English and Arabic.

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

• Relevant certifications include CISSP, CISA, and Security+.

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

🏝️ Benefits

• Competitive compensation ranging from $80,000 to $95,000.

• A community-focused culture with employee engagement events.

• A respectful and nurturing work environment where every voice is valued and individuals are encouraged to actively contribute to the organizational culture.

• A people-first culture.

• Centers of excellence established globally.