Customer Success Manager - MSSP

OPPORTUNITY OVERVIEW 

Zerofox seeks a Customer Success Manager (CSM) focused on supporting our OEM and Managed Security Service Provider (MSSP) customer base. This role is responsible for driving long-term success, adoption, and retention of strategic partners who embed, resell, or operationalize ZeroFox capabilities within their own security offerings.Unlike traditional end-customer success roles, this position emphasizes partner enablement, technical integration, operational scalability, and commercial alignment. The CSM serves as a trusted advisor to OEM and MSSP partners, ensuring ZeroFox solutions are effectively integrated into partner workflows, delivered reliably at scale, and positioned for ongoing expansion.The ideal candidate is technically proficient, operationally disciplined, and comfortable working with partners who manage security services on behalf of their own customers. Experience supporting API-based solutions, data feeds, and repeatable service delivery models is critical to success in this role.

Partner Success & Enablement

• Own post-sales success for a portfolio of OEM and MSSP partners, focusing on long-term adoption, retention, and expansion
• Act as the primary point of contact for partner enablement, platform optimization, and ongoing technical success
• Build strong working relationships with partner stakeholders across product, engineering, security operations, and service delivery teams
• Support partners in operationalizing ZeroFox capabilities within their managed services or embedded offerings

Technical Integration & Platform Expertise

• Serve as a subject matter expert on ZeroFox platform capabilities, integrations, and data delivery models
• Support and advise on API-based integrations, data feeds, and platform configurations aligned to partner use cases
• Act as a liaison between partners and ZeroFox technical teams for configuration changes, enhancements, and issue resolution
• Assist partners in designing scalable, repeatable implementations that support growth of their downstream customer base

Operational Excellence & Scale

• Execute customer success motions using standardized playbooks, documentation, and repeatable engagement models
• Identify operational risks related to scale, performance, data quality, or service delivery and proactively address them
• Help partners define and refine workflows, SLAs, and success metrics tied to their ZeroFox-powered offerings
• Contribute to the development of best practices, internal documentation, and partner-facing enablement materials
  

Cross-Functional Collaboration

• Partner closely with Product, Engineering, Support, Services, Sales Engineering, and Account Management teams
• Advocate for partner needs by identifying trends, gaps, and opportunities across the OEM and MSSP customer base
• Support commercial alignment by providing insight into partner health, adoption maturity, and expansion readiness
• Participate in renewal and expansion conversations by articulating value delivered through integrations and operational outcomes
  

Adoption, Reporting & Value Realization

• Deliver partner-focused training sessions and enablement content, including web-based and asynchronous formats
• Develop and review reporting that demonstrates platform effectiveness, usage trends, and value realization
• Conduct regular success reviews focused on technical performance, operational outcomes, and roadmap alignment
• Identify opportunities for partners to expand usage, add capabilities, or deepen integration over time
  
  

Required qualifications and skills 

• 3+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, or a related post-sales role
• Experience supporting OEM, MSSP, platform, or integration-driven customers in a SaaS environment
• Strong technical aptitude, including experience with APIs, integrations, data feeds, or complex platform configurations
• Proven ability to manage multiple partner relationships simultaneously while delivering consistent outcomes
• Excellent problem-solving and analytical skills, with the ability to troubleshoot and resolve technical and operational challenges
• Exceptional written and verbal communication skills, particularly when engaging technical and executive stakeholders
• Experience working cross-functionally in fast-paced, evolving environments
• Customer- and partner-first mindset with strong ownership and accountability
• Ability to think strategically while executing tactically to drive adoption, retention, and growth

Desired qualifications and skills

• Experience working with security vendors, MSSPs, or OEM technology partners
• Familiarity with cybersecurity concepts, managed detection and response (MDR), threat intelligence, or digital risk protection
• Experience with tools such as JIRA, Salesforce, SQL, Zendesk, or similar workflow and CRM platforms
• Bachelor’s or Graduate degree in Computer Science, Information Systems, Cybersecurity, or a related field
• Relevant certifications (e.g., CISSP, CISA, Security+)
• Experience contributing to scalable customer success or partner enablement programs
• Comfort operating in environments where requirements evolve and processes mature over time