Technical Customer Success Manager

CyberFOX is a fast-growing cybersecurity company helping SMB and mid-market organizations protect their environments against cyber threats. Our buyers are highly informed and security-focused but resource-constrained, which makes disciplined, high-intent demand generation essential to growth.

As a Technical Customer Success Manager (TCSM), you are the technical owner of partner adoption  will work across our full cybersecurity portfolio — network security including zero-trust secure remote access, SASE, and adaptive cloud firewall (with Timus as the primary focus); privileged access management; password management; DNS and web filtering; and Microsoft 365 posture management — on Windows, macOS, and mobile (iOS/Android) environments.

The role is scoped deliberately around three things:
Adoption, Usage, and Education. You make sure partners have actually deployed what they bought, that their end users are using it day to day, and that their technicians know how to run it. You are cleared to engage partners directly on all three without pre-approval. Commercial ownership — pricing, packaging, contract terms, renewals, and upsell — sits with the Account Manager (AM);

your job is to create the conditions that make those conversations easy, flag the signals that trigger them, and provide technical proof when asked.

• Adoption — Have they actually deployed it? You own onboarding sessions, deployment planning, and configuration review, and you measure deploy rate, tenants configured, and core features enabled.
• Usage — Are end users actually using it day to day? You run usage reviews, remove friction, and drive re-activation, tracking active rate, active-versus-deployed users, traffic and query volume, and admin logins.
• Education — Does the partner’s team know how to run it? You deliver enablement sessions, certification paths, and office hours, tracking training completion, certifications held, and repeat ticket themes.
• White-Glove Onboarding:
  Guide new MSP partners through onboarding from initial setup to completion of agreed success criteria, serving as their technical point of contact throughout the launch period.
• Deployment & Configuration Review:
  Build deployment plans and audit partner configurations across the portfolio, identifying the specific gaps that make an account look deployed on paper while delivering no real value.
• Technical Enablement & Training:
  Deliver product training across the portfolio through webinars, live workshops, certification paths, and office hours so partner technicians can deploy and operate the products independently.
• Adoption & Usage Monitoring:
  Track deployment, license utilization, and feature adoption across every product; identify under-adoption early and drive corrective action plans.
• Health Signal Detection & Reporting:
  Monitor partner health indicators and report sentiment, risk, and dissatisfaction signals to the Account Manager within two business days, including partners who have gone quiet.
• Technical Troubleshooting & Escalation:
  Perform first-line diagnostics across the portfolio — zero-trust access and firewall policy and connectivity, privileged access and elevation rules, password management enrollment, DNS policy and roaming client deployment, and Microsoft 365 tenant and remediation configuration — on Windows, macOS, iOS, and Android. Determine when an issue requires L2/L3 or engineering support and elevate with complete reproduction detail.
• Business Review Contribution:
  Prepare and present the adoption, usage, and enablement content for partner business reviews, supporting the Account Manager who owns the commercial agenda.
• Expansion Signal Flagging:
  Identify and flag defined expansion signals — approaching seat…