Customer Success Manager, Maryland

seeks a Customer Success Manager (CSM) to build and maintain post-sales relationships with various customers of diverse industries and sizes. CMS's drive value by serving as trusted technical advisor and support-contact who are an aligned resource with ZeroFox customers. CSM's exceed customer expectations by proactively updating customers’ platforms, creating reporting that clearly shows their solutions’ effectiveness, providing ongoing education and advocating for their needs. CSM's 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, Technical Account 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 customers, 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



Requirements

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 satisfaction

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

Written and spoken fluency in English and Arabic languages

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 and / or training capacity

Benefits

Competitive compensation

Community-driven culture with employee events

Generous time off

Comprehensive private insurance and EAP

Fun, modern workspace

Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture

About Us

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

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.