Remote Senior Customer Success Manager en Everfox

Intelligent. Dynamic. Resilient. 

Everfox, formerly Forcepoint Federal, has been defending the world’s most critical data and networks against the most complex cyber threats imaginable for more than 25 years. As trailblazers in defense-grade, high assurance cyber security, we have been leading the way in developing and delivering innovative cyber security technology. We protect data wherever it resides. Our unwavering dedication and commitment to our customers and the critical missions they serve are what set us apart. We are dynamic, vigilant, and proactive in everything we do. Our suite of cross domain, threat protection and insider risk solutions empower governments and enterprise organizations to use data safely - where and however their people need it. At Everfox, we innovate, we invest, we achieve. We protect what matters most to our customers. And we offer protection like no other. We do all of this so our customers can focus on what matters most… their mission.

Job Title: Senior Customer Success Manager

Location: Remote, USA (Northern, VA area preferred)

Job Summary:

The Customer Success Manager (CSM) is a technical advisory role focused on building and maintaining strong customer relationships to drive satisfaction, retention, and growth.

This role requires a solid technical understanding of Everfox products and services, enabling in-depth discussions on product usage, features, capabilities, upgrades, issue resolution, and other technical topics.

The CSM’s responsibilities include onboarding new customers, helping them fully realize the value of our products and services, and acting as their advocate to internal teams.

As a strategic position within Everfox, the CSM delivers value to customers while supporting the Sales, Account Management and Renewals teams in driving upsell and cross-sell opportunities.

As a CSM, you will play a crucial role in the overall customer lifecycle. Your proactive involvement will be essential in maximizing the usage of our products and in ensuring that our customers recognize and feel confident that we are delivering on our commitments.

Key Responsibilities:

Customer Relationship Management:

• Collaborate with the Sales Execs, Account Managers and Renewal Leads to build and maintain long-term relationships with customers, fostering loyalty and trust, particularly with customer technical and project leads.

• Serve as the primary day-to-day point of contact for customers in the delivery and operation of their Everfox deployments.

• Act as the 'customer advocate,' representing customer needs and interests within Everfox.

Onboarding and Training:

• Guide customers in understanding the most effective ways to onboard Everfox solutions, developing a plan to achieve agreed-upon outcomes and ensure a swift 'time to value.'

• Provide access to necessary training and resources to enhance customer proficiency and success.

• Create and deliver a tailored Customer Success Plan (CSP) and Service Delivery Pack (SDP) designed to align with each customer’s goals and needs, ensuring they maximize the value of their investment.

Customer Health and Engagement:

• Conduct quarterly remote "health checks" to evaluate the status of customers' Everfox deployments, providing recommendations to improve efficiency, effectiveness, and Return on Investment (ROI).

• Lead regular Service Reviews (typically quarterly, unless otherwise agreed) to assess progress against the CSP, review the findings from recent health checks, and gauge customer satisfaction and engagement. Use these reviews to identify opportunities for customers to derive greater value from their solutions.

• Contribute to an internal "customer health" report, monitoring and maintaining high account health scores across the customer base while proactively identifying and addressing areas for improvement.

• Proactively identify, address, and resolve issues to prevent customers from leaving and to avoid losing revenue.

• Assist customers in planning and integrating Everfox product software and firmware updates.

Advocacy and Enablement:

• Advocate for Everfox products and features to help customers fully leverage their value and capabilities.

• Ensure customers have timely access to technical support and assist in managing technical issues through to resolution.

• Provide access to expert advice and guidance on Everfox product usage, architecture, version migrations, training options, and configuration to meet customers’ primary use cases.

• Act as a customer champion by advocating for customer needs and feedback, contributing to the development of the product roadmap. As a customer champion, you will be representing the interests of the customers within Everfox, ensuring their perspectives are considered in product development.

Renewals and Growth:

• Partner with the Sales, Account Management and Renewal teams to drive timely and early contract renewals, ensuring sustained customer engagement and satisfaction.

• Collaborate with the Sales and Account Management teams to identify upsell opportunities and expand the overall value of customer accounts.

• Work closely with customers to identify ongoing training needs and deliver additional value through tailored education and enablement initiatives.

Skills and experience

You’ll be perfect for the role if you have the following:

• Experience working in a technical customer support capacity, e.g. support desk analyst, Professional Services Engineer, Technical Account Manager etc.

• A strong understanding of customer lifecycle management and customer success best practices.

• A proven track record of driving high customer satisfaction.

• Exceptional communication (both verbal and writing) and interpersonal skills.

• Strong problem-solving and conflict-resolution abilities.

• An ability to analyse, troubleshoot and reproduce issues effectively using log files and sample data.

• A demonstrable understanding of computer networking; in particular:

  • internet technologies such as DNS, NTP, HTTPS, SSL certificates

  • the supporting OSI stack - TCP/IP, Ethernet, routing and switching

  • implementing, integrating and debugging networks

  • proxy and firewall technology and Syslog platforms

  • security best practice

• A demonstratable understanding of key information services e.g. web, email etc.

• Proficiency and experience with both Windows (servers and workstations) and Linux (Ubuntu and RHEL).

• An ability to draw on examples of integrating solutions into client infrastructures.

• An ability to analyse data and translate insights into actionable strategies.

• An ability to collaborate and work successfully within a team

• Strong time management skills.

It would be super useful if you have any of the below:

• Graduate-level qualification, ideally in Systems Engineering, Computer Science, or similar engineering, technology discipline.

• Experience working with Key Performance Indicators (KPIs) including Customer Retention Rate, Customer Health Scores, Net Revenue Retention (NRR), Upsell and Cross-Sell Revenue, Customer Satisfaction (CSAT) and Net Promoter Score (NPS)

• Proficiency in CRM tools, customer success platforms, and other relevant software.

• Hands-on experience with the following:

  • Internet technologies such as DNS, NTP, HTTPS, SSL certificates and cloud platforms.

  • the supporting OSI stack - TCP/IP, Ethernet, routing and switching.

  • enterprise security infrastructure, e.g. proxy and firewall technology, syslog platforms.

  • security best practice.

• A demonstratable understanding of SNMP v2 and v3.

• A demonstratable understanding of ICAP

A reasonable estimate of the base salary range for this role is:

The actual salary offered may vary within the range based on a candidates' unique experience, locale, and business needs. In addition to a base salary and bonus plans, Everfox offers a generous benefits package including flexible PTO, a 401k match, and contribution to healthcare coverages. Our talent acquisition team will provide specific information regarding bonus eligibility and benefits offerings.

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Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet all requirements listed in a job posting. If there is something slightly different about your previous experience, but it otherwise aligns and you’re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.

Everfox is an equal employment opportunity employer and complies with all applicable federal, state, and local laws prohibiting discrimination. Everfox does not discriminate against any employee or applicant based on race, color, religion, sex, age, national origin, disability, veteran status, marital status, medical condition, or any other category protected by applicable law. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by sending an email to [email protected] 

Everfox is a Federal Contractor. Certain positions with Everfox require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.

Applicants must have the right to work in the location to which you have applied.