ZeroFox - Team Lead - Customer Experience Management (3-6 yrs)

ZeroFox is looking for an experienced Technical Customer Success Manager to lead our team of Technical Account Consultants (TACs) in delivering high-quality, scalable support to our tech-touch customer segment.

This role is essential in driving customer engagement, fostering platform adoption, and developing data-driven, automated solutions to meet the needs of a broad customer base.

As a manager, you will be responsible for shaping and implementing strategies that improve team performance and enhance customer value through proactive, digital engagement.

Ideal candidates have experience managing customer success or technical support teams within a SaaS environment, with a deep understanding of customer needs, technical challenges, and the tools required to deliver high-touch results in a tech-touch model.

Role And Responsibilities:

- Recruit, mentor, and manage a team of Technical Account Consultants (TACs) to provide excellent support, foster customer loyalty, and drive platform adoption within the tech-touch segment

- Collaborate with leadership to design, implement, and refine scalable programs that promote platform adoption, feature utilization, and proactive customer education through automation and digital engagement

- Set, track, and analyze team KPIs and performance metrics, using insights to optimize engagement strategies and identify areas for continuous improvement

- Serve as an escalation point for complex technical issues, guiding the team in resolving customer concerns quickly and effectively.

- Act as a subject matter expert for the TAC team, ensuring the team stays updated on the latest platform developments and best practices

- Work closely with Product, Customer Operations, and Service teams to ensure feedback from tech-touch customers is incorporated into product improvements, customer success initiatives, and support strategies

- Oversee the use of customer data to identify trends, improve engagement, and anticipate customer needs, utilizing these insights to develop targeted outreach programs

- Ensure that customer-facing resources (tutorials, FAQs, product tours, etc.) are up-to-date and aligned with customer needs to support self-service engagement

- Advocate for tech-touch customers within the organization, ensuring their needs are represented in product updates and support initiatives to enhance the overall customer experience

Requirements :

- 3+ years in customer success or technical support, with 2+ years in a managerial role within a SaaS environment

- Demonstrated experience in managing customer success or technical teams with a strong understanding of platform configuration and optimization

- Strong ability to analyze customer data, identify trends, and translate these into actionable insights and programs for the team

- Exceptional verbal and written communication skills to represent the team and effectively convey complex technical concepts to customers and stakeholders

- Ability to thrive in a fast-paced, evolving environment, effectively balancing strategic initiatives with hands-on team management

- A passion for creating seamless customer experiences through scalable solutions and proactive, automated approaches

- Proven experience working cross-functionally, especially with product, operations, and support teams to drive customer success initiatives forward

Desired Qualifications And Skills :

- Knowledge of data analytics, dashboards, and reporting

- Skill with various workflow tools: JIRA, SQL, SalesForce, Google Apps, Zendesk

- Bachelor's or Graduate degree, preferably in Computer Science, Information Systems, Cyber, or other similar background

- Certifications : CISSP, CISA, Security+

- Propensity to thrive on change and general dissatisfaction with the "status quo" founded on the belief that great is better than good

- Past experience working in customer success, technical support, configuration and / or training capacity

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