Opportunity Overview
ZeroFox is seeking a Digital Customer Success Manager (CSM) to support and empower our tech-touch customer segment. This role is designed to drive efficient post-sales engagement through scalable solutions, automation, and proactive customer education. As the CSM, you'll be a trusted advisor to customers, guiding them to optimize their platform use and troubleshoot challenges via digital engagement. This role demands technical aptitude, customer advocacy, and the ability to enable value through data-driven insights and programmatic support.
Ideal candidates will have a track record of managing multiple customer accounts in a SaaS environment, bringing both technical and consultative skills to foster customer engagement and success.
Requirements
- Establish and maintain scalable relationships with a broad customer base, delivering consistent, high-quality tech-touch engagement
- Develop and execute automated enablement programs to guide customers through the platform journey, focusing on usage optimization and feature adoption
- Act as a subject matter expert for platform configuration, offering guidance to ensure continuous, effective use of our solutions
- Distribute customer-facing resources such as video tutorials, FAQs, and interactive product tours to facilitate self-service support
- Analyze customer data to identify patterns and opportunities for targeted outreach, anticipating customer needs based on usage trends
- Serve as a proactive liaison for technical issues, coordinating with support teams to address and resolve concerns quickly
- Support customer adoption through regular web-based training, resources, and tailored recommendations for maximizing platform value
- Engage in ongoing feedback loops with product, customer operations, and service teams to enhance tech-touch strategies and contribute to the overall customer experience
- Maintain a strong knowledge base of platform updates, best practices, and industry trends, translating these into insights for the tech-touch customer segment
- 3+ years in a customer-facing role within SaaS, preferably with experience in Customer Success or Support
- Demonstrated ability to support multiple customer accounts through low-touch or tech-touch engagement models
- Strong analytical and problem-solving skills, with experience leveraging customer data to drive engagement and adoption
- Excellent verbal and written communication skills to convey technical concepts to a broad audience
- Ability to thrive in a dynamic, fast-paced environment, balancing multiple projects while maintaining a customer-focused approach
- Self-motivated and adaptable, with a strong customer service orientation and collaboration mindset
Benefits
- Competitive compensation
- Community-driven culture with employee events
- Generous time off
- Best-in-class benefits
- 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
