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Corporate Customer Success Manager

2 months ago

London, Greater London, United Kingdom ZeroFOX Full time

Job Opportunity Overview

We are seeking a highly skilled Customer Success Manager to join our team at ZeroFox. As a key member of our customer-facing team, you will play a pivotal role in nurturing and expanding our customer relationships. Your expertise will be crucial in evaluating customer health, executing strategic success plays, and acting as a dedicated advocate for our customers.

Key Responsibilities

  • Manage Customer Relationships and Renewals: Build and maintain strong relationships with assigned customer accounts, ensuring a high level of satisfaction and successful renewals.
  • Act as a Customer Advocate: Serve as the primary point of contact for customers, addressing their needs, concerns, and feedback with urgency and professionalism.
  • Drive Platform Adoption: Promote and facilitate the use of ZeroFox's platform features and functionalities to ensure customers fully leverage the product's capabilities.
  • Evaluate and Report on Customer Health: Monitor and assess customer health metrics to identify opportunities and risks. Provide actionable insights and reports to both customers and internal teams.
  • Execute Customer Success Plays: Implement strategic initiatives based on growth and risk signals to drive customer engagement, retention, and expansion.
  • Collaborate with Internal Teams: Work closely with Sales, Support, and Product teams to ensure seamless service delivery and to address any issues or opportunities that arise.
  • Develop Customer Success Plans: Create tailored success plans for each account to meet their specific goals and objectives, ensuring alignment with ZeroFox's strategic vision.

Required Qualifications and Skills

  • Education & Experience: Bachelor's degree or equivalent experience in Customer Success, Account Management, Onboarding, or Customer Service. Demonstrated success in SaaS customer retention. Experience with IT Infrastructure and/or Cyber Security SaaS is highly desirable.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to present complex information clearly and persuasively.
  • Customer Success Platforms: Proficiency with customer success platforms is a plus, with experience in using CRM tools such as Salesforce or HubSpot being advantageous.
  • Problem-Solving: Strong analytical and problem-solving skills, with the ability to address and resolve customer issues effectively.
  • Customer-Centric Approach: Proven track record of fostering customer relationships and driving customer satisfaction in a SaaS environment.
  • Agility: Demonstrate agility and thrive in a fast-paced environment, adapting quickly to changing priorities and maintaining high levels of productivity.

About ZeroFox

ZeroFox is a leading cybersecurity company dedicated to making the internet safer for all. Our innovative platform combines advanced AI analytics, digital risk and privacy protection, full-spectrum threat intelligence, and robust breach, incident, and takedown response capabilities to protect customers from growing threats across the external attack surface. We are a mission-oriented, customer-focused, and collaborative team that values diversity and inclusion.