Manager, Customer Success

ZeroFox is a leader in external cybersecurity, dedicated to protecting organizations from digital threats across social media, mobile apps, and the surface, deep, and dark web. Our mission is to empower and champion success for each ZeroFox customer, ensuring they remain secure in an increasingly complex threat landscape.

Position Overview

We are seeking a dynamic Manager of Customer Success to lead our team of Customer Success Managers (CSMs). This role is pivotal in ensuring our customers derive maximum value from ZeroFox solutions by overseeing customer engagement strategies, optimizing the customer journey, and aligning customer success operations with our business objectives. The ideal candidate is a strategic thinker with a passion for customer advocacy, technical proficiency, and continuous improvement.

Leadership & Team Development

• Lead, mentor, and develop a team of CSMs to drive customer retention and growth
• Establish clear goals, KPIs, and career development plans for team members
• Foster a culture of proactive customer engagement and technical excellence
• Conduct regular coaching sessions, performance reviews, and professional development initiatives

Customer Strategy & Engagement

• Develop and refine customer success playbooks and engagement models to ensure customers maximize the value of ZeroFox solutions
• Oversee customer onboarding, platform adoption, and ongoing success initiatives
• Identify and mitigate risks related to customer satisfaction and retention
• Collaborate with cross-functional teams, including Sales, Product, and Support, to enhance customer outcomes

Process Optimization & Automation

• Drive process improvements to reduce customer friction and create a seamless experience
• Implement standardized configuration playbooks and automation tools to enhance platform adoption and efficiency
• Utilize data analytics to measure customer engagement and optimize workflows
• Partner with Product and Engineering teams to develop AI-enabled support and self-service enhancements

Cross-Functional Collaboration & Advocacy

• Work closely with Sales, Product, and Support teams to ensure smooth customer handoffs and continuous improvement
• Advocate for customer needs by translating feedback into actionable product enhancements
• Align Customer Success initiatives with business objectives, ensuring efforts contribute to revenue growth and customer retention

Requirements

• 5+ years of experience in Customer Success, Account Management, or Technical Support, with at least 2 years in a leadership role.
• Proven success in leading and developing high-performing teams in a SaaS environment.
• Strong understanding of platform configuration, technical troubleshooting, and SaaS onboarding processes.
• Experience with customer success automation, AI-driven support tools, and proactive churn mitigation strategies.
• Ability to analyze customer data and trends to drive proactive decision-making.
• Excellent communication, coaching, and stakeholder management skills.
• Proficiency with customer engagement platforms such as Salesforce and Zendesk.
• Experience in cybersecurity is a plus.

Desired qualifications and skills

• Knowledge of data analytics, dashboards, and reporting
• 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
• Regular catered lunches for in-office work; snacks, drinks available daily
• Generous time off 
• Comprehensive health benefits & 401(k) plan
• 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 ZeroFox

ZeroFox is on a mission to make the internet safer for all. Innovation is