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Customer Success Manager
2 months ago
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.
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.
- 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.
