Customer Success Manager – Public Sector

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

📋 Description

• Cultivate and uphold trusted advisor relationships with Federal, State, Local, and Education clients, ensuring their long-term success and retention.

• Collaborate effectively with a diverse range of clients, emphasizing the delivery of consistent, high-quality engagement to guarantee success across various industries and sizes.

• Create impactful, tailored customer experiences utilizing the ZeroFox platform within a broader operational context.

• Implement and enhance scalable enablement programs, which include developing customer champions and interacting with various clients, assets, and initiatives.

• Offer expert advice and guidance to ensure ongoing successful usage and value from the ZeroFox platform configuration.

• Serve as a liaison with technical support teams for all requests regarding new platform configurations and modifications to use cases within the client environment.

• Design and create innovative solutions to meet customer needs using ZeroFox’s platform and/or integrations with client technologies, including API-based integrations.

• Provide web-based training sessions to user groups to aid in organizational adoption.

• Conduct discovery and educational activities to pinpoint opportunities for ZeroFox application across various organizational functions and processes.

• Act as a primary technical resource for "best practice" inquiries and informal customer questions.

• Initiate collaboration with other ZeroFox resources as needed to advocate for customers and ensure prompt resolutions to their issues.

• Collaborate with internal ZeroFox teams, including Product, Customer Operations, Services, etc., to enhance customer experiences and product improvements, particularly by identifying trends among clients.

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

• Aid in documenting best practices for the development and usage of ZeroFox solutions.

• Conduct efficient, focused, and impactful consultations to identify essential customer needs, tailoring solutions to align with their business objectives, thereby driving adoption, maturity, and growth.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success, Technical Account Management, Professional Services, or a similar customer-facing role, ideally in a public sector context.

• Experience in managing SaaS platform configuration, implementation, and ongoing success for multiple government or enterprise clients concurrently.

• Proven track record of supporting Federal, State, Local, or Education (SLED) customers, or experience working with government agencies, system integrators, or organizations in the public sector.

• Demonstrated success in managing post-sales customer engagements, fostering adoption, retention, and long-term customer satisfaction.

• Strong analytical and problem-solving abilities with a knack for troubleshooting intricate technical and operational challenges.

• Exceptional verbal, written, presentation, and interpersonal communication skills, capable of engaging technical users, program managers, and executive stakeholders.

• A customer-first mindset with a collaborative approach, enabling the development of trusted advisor relationships with both internal and external teams.

• Proven ability to think strategically while executing tactically in a fast-paced, mission-driven environment.

• Familiarity with the public sector cybersecurity landscape, including government security priorities, procurement processes, and customer operational environments.

• Capacity to articulate complex technical concepts and demonstrate the value of ZeroFox solutions to both technical and non-technical audiences.

• Willingness to travel as required to support customer engagements, onsite meetings, training sessions, and industry events.

🏝️ Benefits

• Competitive compensation.

• Community-oriented culture featuring employee events.

• Regular catered lunches for in-office work, with daily availability of snacks and drinks.

• Generous time-off policy.

• Comprehensive health benefits and a 401(k) plan.

• A fun, modern workspace.

• A respectful and nurturing work environment where every opinion is valued and everyone is encouraged to actively participate in the organizational culture.