Sr. Customer Success Manager

About Everfox

Everfox, formerly Forcepoint Federal, has been defending the world’s most critical data and networks against the most complex cyber threats for more than 25 years. As trailblazers in defense‑grade, high‑assurance cyber security, we develop and deliver innovative technology to protect data wherever it resides, empowering governments and enterprise organizations to use data safely.

The Customer Success Manager (CSM) is a strategic, customer‑facing role responsible for building and sustaining strong relationships that drive satisfaction, retention, and growth. Acting as a trusted technical advisor, the CSM deepens understanding of Everfox products to enable meaningful engagement, guide adoption, and align outcomes to customer objectives. The CSM advocates internally for customer needs and collaborates cross‑functionally with Account Management and Renewals teams for expansion opportunities.

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

• Collaborate with Account Managers, Professional Services, Product Management, Technical Support and Renewal Leads to build and maintain long‑term relationships with customers.
• Act as the primary contact for ongoing operations, partnering with Project Managers during delivery phases and supporting successful implementation.
• Serve as the customer advocate, representing needs and interests within Everfox.

• Create and deliver a tailored Customer Success Plan (CSP) and Service Design Pack (SDP) that align with support terms and each customer’s goals, ensuring maximum value and clear support contacts.

• Facilitate quarterly remote health checks to evaluate deployments and recommend improvements.
• Lead Service Reviews to assess progress against CSP, review findings from health checks, and gauge satisfaction.
• Contribute to internal customer‑health reports, maintaining high account health scores and proactively addressing areas for improvement.
• Proactively identify, address, and resolve issues to prevent churn.

• Advocate for Everfox products and features to maximize customer value.
• Ensure timely access to technical support and manage escalation when required.
• Monitor, track, and report on SLA compliance and support performance.
• Provide expert advice on product usage, architecture, migrations, training, and configuration.
• Represent customer needs and influence the product roadmap through a structured feedback loop.

• Partner with Renewals to drive timely and early contract renewals.
• Collaborate with Account and Renewals teams to identify upsell opportunities.

• Experience in a technical customer support capacity (e.g., support desk analyst, Professional Services Engineer, Technical Account Manager).
• Strong understanding of customer lifecycle management and customer success best practices.
• Proven track record of driving high customer satisfaction.
• Exceptional communication and interpersonal 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 skills.
• Strong time‑management skills.

• Experience with KPIs such as Customer Retention Rate, Health Scores, ARR, CSAT, and NPS.
• Ability to analyze, troubleshoot and reproduce issues using log files and sample data.
• Understanding of computer networking, including DNS, NTP, HTTPS, SSL certificates, TCP/IP, Ethernet, routing and switching, network debugging, proxy and firewall technology, Syslog platforms, and security best practices.
• Proficiency with Windows (servers and workstations) and Linux (Ubuntu and RHEL).

• Graduate‑level qualification, ideally in Systems Engineering, Computer Science, or a related engineering or technology discipline.

Base salary range: $123,600–$165,600 USD. Compensation may vary based on experience, location, and business needs. In addition to base salary and bonus plans, Everfox offers flexible PTO, 401(k) match, and health care contributions.

Everfox is an equal employment opportunity employer and complies with applicable federal, state, and local laws prohibiting discrimination. As a Federal Contractor, certain positions may require access to controlled goods and technologies.

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

If you are a qualified individual with a disability or a disabled veteran, you may request reasonable accommodations by emailing