Customer Success Manager; Public Sector

Zero Fox 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 Zero Fox 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 Zero Fox 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.

• 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 Zero Fox 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 Zero Fox 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 Zero Fox’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 Zero Fox usage across organizational functions and processes
• Serve as a frontline technical resource for “best practice” and informal customer questions
• Initiate engagement with other Zero Fox resources when needed as a customer advocate to ensure speedy resolution of customer issues
• Engage with Zero Fox 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 Zero Fox service options
• Help to document best practices in developing and using Zero Fox 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

• 3+ years of experience in Customer Success, Technical Account Management, Professional Services, or a related customer-facing role, preferably supporting public sector customers
• Experience managing SaaS platform configuration, implementation, and ongoing success for multiple government or enterprise customers simultaneously
• Proven experience supporting Federal, State, Local, or Education (SLED) customers, or experience working with government agencies, system integrators, or public sector organizations
• Demonstrated success managing post-sales customer engagements, driving adoption, retention, and long-term customer satisfaction
• Strong analytical and problem-solving skills with the ability to troubleshoot complex technical and operational challenges
• Excellent verbal, written, presentation, and interpersonal communication skills with the ability to engage technical users, program managers, and executive stakeholders
• Customer-first mindset with a collaborative approach and the ability to build trusted advisor…