Sr. Customer Success Manager

About Everfox

Everfox, formerly Forcepoint Federal, has protected the world’s most critical data and networks from complex cyber threats for over 25 years. We develop and deliver innovative, defense‑grade cyber security technology and provide cross‑domain threat protection and insider risk solutions for governments and enterprises.

Hybrid role in Herndon, VA. TS/SCI active clearance required.

• Collaborate with Account Managers, Professional Services, Product Management, Technical Support and Renewal Leads to build and maintain long‑term customer relationships, fostering loyalty and trust.
• Act as primary customer contact for ongoing operations and partner with Professional Services Project Managers during delivery phases to support successful implementation.
• Serve as the customer advocate, representing customer needs within Everfox.
• Create and deliver a tailored Customer Success Plan (CSP) and Service Design Pack (SDP) to align support terms with each customer’s goals.
• Facilitate quarterly remote health checks and regular service reviews to evaluate deployments, recommend improvements, and identify opportunities to derive greater value from Everfox solutions.
• Continuously monitor account health scores, proactively identify issues and work to prevent churn.
• Advocate for Everfox products and features, ensure timely access to technical support, manage SLA compliance and support performance, and influence product roadmap through structured feedback.
• Partner with Renewals and Account teams to drive timely contract renewals and identify upsell opportunities.

Required:

• Experience in a technical customer support capacity such as support desk analyst, professional services engineer or technical account manager.
• Strong understanding of customer lifecycle management and success best practices.
• Proven track record of driving high customer satisfaction.
• Exceptional verbal and written communication skills.
• Strong problem‑solving and conflict‑resolution abilities.
• Ability to integrate solutions into client infrastructures.
• Data analysis skills to translate insights into actionable strategies.
• Capacity to collaborate successfully within a team.
• Strong time‑management skills.

Preferred (but not required):

• Graduate‑level qualification in Systems Engineering, Computer Science or related field.
• Experience with KPIs such as Customer Retention Rate, Customer Health Scores, ARR, CSAT and NPS.
• Experience troubleshooting using log files and sample data.
• Knowledge of internet technologies (DNS, NTP, HTTPS, SSL), OSI stack, TCP/IP, Ethernet, routing and switching, proxy, firewall and syslog platforms.
• Proficiency in Windows and Linux operating systems.

Base salary range: $123,600–$165,600 USD, with bonus plans. Everfox offers flexible PTO, a 401(k) match and healthcare coverage.

Everfox is an equal employment opportunity employer and complies with all applicable federal, state, and local laws. We do not discriminate based on race, color, religion, sex, age, national origin, disability, veteran status, marital status, medical condition, or any other protected category. Disabled applicants may request reasonable accommodations by emailing  Everfox is a Federal Contractor. Certain positions require access to controlled goods.

Applicants must be US Persons.