Description
ZeroFox is seeking a Team Lead, Customer Success to oversee a team responsible for scalable customer success engagement and technical platform configurations. This role will lead a team of Customer Success team members, with potential oversight of an additional Customer Success Operations resource. The team lead will drive strategic execution across digital customer engagement, platform optimization, and process efficiency, ensuring seamless post-sales support for our customers.
This position requires a balance of customer-centric leadership, technical expertise, and programmatic execution to scale customer success efforts effectively. The ideal candidate will have experience in SaaS customer success, technical configurations, automation, and customer engagement strategies.
Requirements
Team Leadership & Strategy
- Lead and mentor a team responsible for digital-first customer success engagement and platform configuration.
- Develop and refine scalable customer success strategies, ensuring efficiency and high-impact engagement for tech-touch customers.
- Define and track team KPIs, ensuring alignment with customer health, adoption, and retention goals.
- Advocate for customer needs by collaborating with Product, Support, Sales, and Services teams.
- Drive continuous improvement in customer success methodologies and platform efficiencies.
Tech Touch Customer Success Oversight
- Ensure the Customer Success effectively delivers automated and scalable customer engagement strategies.
- Guide the development of self-service resources (tutorials, FAQs, product tours) to empower customers.
- Leverage data analytics to identify adoption trends and trigger proactive customer interventions.
- Support digital customer education efforts, including webinars and training materials.
Configuration & Technical Support Oversight
- Ensure the Configuration Specialist provides accurate and effective platform configurations for new and existing customers.
- Oversee platform health monitoring and proactive interventions to optimize customer outcomes.
- Support the development of playbooks and workflows for streamlined configuration processes.
- Identify opportunities for automation and integrations to enhance platform efficiency.
Cross-Functional Collaboration & Process Optimization
- Partner with Customer Success, Sales, and Product teams to ensure customers receive optimized engagement and technical support.
- Align configuration and tech-touch initiatives with overall customer lifecycle strategies.
- Advocate for product enhancements based on customer usage patterns and feedback.
- Continuously refine processes to improve team efficiency, customer satisfaction, and operational impact.
Qualifications & Experience
- 5+ years in Customer Success, Technical Support, or SaaS Configuration roles.
- Experience in leading or mentoring teams in customer engagement or technical implementation.
- Strong understanding of digital customer engagement, automation, and scalable success strategies.
- Technical expertise in SaaS platforms, configurations, API integrations, and workflow automation.
- Excellent problem-solving, data analysis, and communication skills.
- Ability to work cross-functionally and drive alignment between technical and customer-facing teams.
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
