[Hiring] Customer Success Manager @ZeroFOX

Role Description

ZeroFox seeks a Customer Success Manager (CSM) to build and maintain post-sales relationships with various customers of diverse industries and sizes. CSM'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
• 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
• 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.

Qualifications

• 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
• 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

Requirements

• 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

• Compensation $70,000 - $95,000
• Community-driven culture with employee events
• Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture