Customer Success Manager (Public Sector)
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Overview
Job Description
ZeroFox is seeking a Customer Success Manager (Public Sector) to build and strengthen strategic post-sales relationships with U.S. Federal, State, Local, and Education (SLED) customers. As a trusted advisor, you will help government agencies maximize the value of the ZeroFox platform by driving adoption, supporting mission-critical use cases, and ensuring successful outcomes in complex, security-focused environments.
The Customer Success Manager serves as the primary point of contact for customers after implementation, partnering closely with technical teams, program stakeholders, and executive leadership to ensure ZeroFox solutions align with agency objectives. You will proactively guide customers through platform optimization, deliver impactful reporting, provide ongoing training, and advocate for customer needs internally.
The ideal candidate has experience supporting SaaS solutions within the public sector, understands government procurement and operational environments, and is comfortable working with cybersecurity technologies, technical integrations, and cross-functional teams.
Role and responsibilities
- Develop and maintain trusted advisor relationships with Federal, State, Local, and Education customers, ensuring long-term customer success and retention.
- Effectively partner with a broad range of customers, focusing on delivering consistent, high-quality engagement and ensuring success for customers of various industries and sizes
- Build effective curated customer experiences with the ZeroFox platform and larger operating environment
- Execute and refine scalable enablement programs, including building customer champions and engaging with various customers, assets and programs
- Provide advice and guidance as a subject matter expert to ensure successful ongoing usage of and value from the ZeroFox platform configuration
- Act as a liaison with technical support leads for all requests for new platform configuration and changes to use cases within the customer environment
- Design and develop innovative solutions to customer requirements using ZeroFox's platform and/or integrations to customer technologies, including API-based integrations
- Deliver web-based training to user groups to support organizational adoption
- Conduct discovery and education activities to identify opportunities for ZeroFox usage across organizational functions and processes
- Serve as a frontline technical resource for "best practice" and informal customer questions
- Initiate engagement with other ZeroFox resources when needed as a customer advocate to ensure speedy resolution of customer issues
- Engage with ZeroFox internal organizations including Product, Customer Operations, Services, etc. to streamline customer experiences and product enhancements, particularly by identifying trends across customers
- Maintain current functional and technical knowledge of ZeroFox service options
- Help to document best practices in developing and using ZeroFox solutions
- Conduct efficient, targeted, and impactful consultations, identifying key customer needs and tailoring solutions to their business goals; in turn driving adoption, maturity and growth
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