Customer Success Manager

Overview

ZeroFox is seeking a dedicated Customer Success Manager (CSM) to foster and sustain post-sales partnerships across a variety of customers from multiple industries and sizes. The CSM will act as a trusted advisor and key contact to deliver value by supporting the customers technically and strategically through the ZeroFox SaaS platform. Success in this role includes proactively maintaining client platforms, generating accessible reports that demonstrate solution impact, providing continuous learning opportunities, and advocating on behalf of customer needs.

Key Responsibilities

• Collaborate effectively with diverse customers to deliver consistent and high-caliber engagement and ensure their success.
• Create personalized customer experiences aligning with the ZeroFox platform and broader operating environment.
• Develop and improve scalable enablement programs, fostering customer champions and managing multiple customer assets and initiatives.
• Serve as a subject matter expert offering advice to optimize ongoing use and value extraction from the ZeroFox platform configurations.
• Interface with technical support for configuration requests and updates related to customer use cases.
• Innovatively design solutions for customer requirements through the ZeroFox platform and integration with customer technologies such as APIs.
• Provide web-based training sessions to user groups to support organizational adoption.
• Lead discovery and education activities to uncover opportunities for expanded ZeroFox platform utilization within organizational workflows.
• Offer expert guidance on best practices and respond to informal customer inquiries.
• Advocate for customers by engaging relevant ZeroFox teams to ensure timely resolution of issues.
• Work cross-functionally with Product, Customer Operations, Services, and other internal teams to enhance customer experience and product features by identifying trends.
• Stay current with ZeroFox’s functional and technical service offerings.
• Document and share best practices in the development and use of ZeroFox solutions.
• Conduct efficient consultations tailored to customer goals to drive adoption, maturity, and platform growth.

Qualifications & Requirements

• At least three years of relevant experience in a related role.
• Experience managing SaaS platform configurations and maintenance across multiple clients simultaneously.
• Proven direct engagement and advocacy in post-sales or professional services environments involving large enterprises, mid-tier companies, or startups.
• Track record of successfully managing customer support engagements through to completion with high satisfaction.
• Strong analytical problem-solving capabilities with ability for quick resolution.
• Excellent communication skills, including verbal, written, organizational, and presentation skills.
• Customer-centric mindset with collaborative, adaptable, and proactive approach to teamwork.
• Strategic thinking combined with tactical execution to consistently achieve high customer retention and satisfaction in a dynamic setting.
• Competitive drive and situational awareness.
• Ability to clearly articulate strengths and vulnerabilities.
• Willingness to travel as needed based on customer and business requirements.

Preferred Skills & Additional Attributes

• Familiarity with data analytics, dashboards, and report creation.
• Fluency in both English and Arabic languages, spoken and written.
• Proficiency with workflow and CRM tools such as JIRA, SQL, Salesforce, Google Apps, and Zendesk.
• Bachelor’s or graduate degree ideally in Computer Science, Information Systems, Cybersecurity, or related fields.
• Professional certifications such as CISSP, CISA, or Security+ are advantageous.
• A proactive attitude that embraces change and challenges the status quo to achieve excellence.
• Experience in customer success, technical support, configuration, or training roles.

Compensation and Culture

• Competitive salary range of 300000 to 356250 SAR annually.
• Supportive community-oriented work culture featuring frequent employee events.
• Respectful and inclusive environment encouraging active participation and valuing every opinion.

About ZeroFox

ZeroFox is committed to making the internet safer for all through innovative cybersecurity solutions, blending advanced AI analytics, digital risk and privacy protection, and comprehensive threat intelligence. The company prioritizes a people-first culture with global centers of excellence and rapid growth backed by new investments and private equity funding. Join our mission-driven team to help defend against evolving external cyber threats.

Equal Opportunity Employer

ZeroFox celebrates diversity, offering equal employment opportunities without biases related to race, color, religion, gender, sexual orientation, age, disability, national origin, marital status, veteran status, or any other protected characteristic.