Customer Success Manager

Job Overview

Everfox, formerly Forcepoint Federal, is a leading cyber‑security company that protects critical data and networks. We are looking for a Customer Success Manager (CSM) to build and sustain strong customer relationships that drive satisfaction, retention, and growth.

This is a hybrid role in Hendon, VA or Salt Lake City, UT.

Customer Relationship Management – Collaborate with Account Managers, Professional Services, Product Management, Technical Support and Renewal Leads to build and maintain long‑term relationships.

Onboarding – Create and deliver a tailored Customer Success Plan and Service Design Pack aligned with support terms and each customer’s goals.

Customer Health and Engagement – Facilitate quarterly health checks, lead regular Service Reviews, and monitor account health scores.

Advocacy and Enablement – Act as the customer advocate within Everfox, ensuring timely access to support and managing escalations; monitor SLA compliance and provide technical guidance.

Renewals and Growth – Partner with the Renewals team to drive early contract renewals and identify upselling opportunities to expand account value.

Required:

• Experience in a technical customer support capacity (support desk analyst, professional services engineer, technical account manager, etc.)
• Strong understanding of customer lifecycle management and 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.
• Team collaboration and strong time‑management skills.

Preferred:

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

Base salary range: $93,400.00–USD, varying by experience, location, and business needs. In addition to base pay and 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 prohibiting discrimination. Everfox does not discriminate based on race, color, religion, sex, age, national origin, disability, veteran status, marital status, medical condition, or any other protected category. Qualified individuals with disabilities or disabled veterans may request reasonable accommodations.