Manager of Customer Success - Remote

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.

In Short

• 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
• Develop and refine customer success playbooks and engagement models
• Oversee customer onboarding, platform adoption, and ongoing success initiatives
• Identify and mitigate risks related to customer satisfaction and retention
• Drive process improvements to reduce customer friction
• Utilize data analytics to measure customer engagement
• Work closely with Sales, Product, and Support teams

Requirements

• Experience in customer success or related field
• Strong leadership and team development skills
• Technical proficiency in customer engagement tools
• Ability to analyze data and optimize workflows
• Excellent communication and collaboration skills

Benefits

• Opportunity to lead a dynamic team
• Engagement with cross-functional teams
• Focus on customer advocacy and success
• Professional development opportunities