Customer Success Manager - MSSP

OPPORTUNITY OVERVIEW

Zerofox seeks a Customer Success Manager (CSM) focused on supporting our OEM and Managed Security Service Provider (MSSP) customer base. This role is responsible for driving long-term success, adoption, and retention of strategic partners who embed, resell, or operationalize ZeroFox capabilities within their own security offerings.Unlike traditional end-customer success roles, this position emphasizes partner enablement, technical integration, operational scalability, and commercial alignment . The CSM serves as a trusted advisor to OEM and MSSP partners, ensuring ZeroFox solutions are effectively integrated into partner workflows, delivered reliably at scale, and positioned for ongoing expansion.The ideal candidate is technically proficient, operationally disciplined, and comfortable working with partners who manage security services on behalf of their own customers. Experience supporting API-based solutions, data feeds, and repeatable service delivery models is critical to success in this role.

Partner Success & Enablement

Own post-sales success for a portfolio of OEM and MSSP partners, focusing on long-term adoption, retention, and expansion

Act as the primary point of contact for partner enablement, platform optimization, and ongoing technical success

Build strong working relationships with partner stakeholders across product, engineering, security operations, and service delivery teams

Support partners in operationalizing ZeroFox capabilities within their managed services or embedded offerings

Technical Integration & Platform Expertise

Serve as a subject matter expert on ZeroFox platform capabilities, integrations, and data delivery models

Support and advise on API-based integrations, data feeds, and platform configurations aligned to partner use cases

Act as a liaison between partners and ZeroFox technical teams for configuration changes, enhancements, and issue resolution

Assist partners in designing scalable, repeatable implementations that support growth of their downstream customer base

Operational Excellence & Scale

Execute customer success motions using standardized playbooks, documentation, and repeatable engagement models

Identify operational risks related to scale, performance, data quality, or service delivery and proactively address them

Help partners define and refine workflows, SLAs, and success metrics tied to their ZeroFox-powered offerings

Contribute to the development of best practices, internal documentation, and partner-facing enablement materials

Cross-Functional Collaboration

Partner closely with Product, Engineering, Support, Services, Sales Engineering, and Account Management teams

Advocate for partner needs by identifying trends, gaps, and opportunities across the OEM and MSSP customer base

Support commercial alignment by providing insight into partner health, adoption maturity, and expansion readiness

Participate in renewal and expansion conversations by articulating value delivered through integrations and operational outcomes

Adoption, Reporting & Value Realization

Deliver partner-focused training sessions and enablement content, including web-based and asynchronous formats

Develop and review reporting that demonstrates platform effectiveness, usage trends, and value realization

Conduct regular success reviews focused on technical performance, operational outcomes, and roadmap alignment

Identify opportunities for partners to expand usage, add capabilities, or deepen integration over time

Required qualifications and skills

3+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, or a related post-sales role

Experience supporting OEM, MSSP, platform, or integration-driven customers in a SaaS environment

Strong technical aptitude, including experience with APIs, integrations, data feeds, or complex platform configurations

Proven ability to manage multiple partner relationships simultaneously while delivering consistent outcomes

Excellent problem-solving and analytical skills, with the ability to troubleshoot and resolve technical and operational challenges

Exceptional written and verbal communication skills, particularly when engaging technical and executive stakeholders

Experience working cross-functionally in fast-paced, evolving environments

Customer- and partner-first mindset with strong ownership and accountability

Ability to think strategically while executing tactically to drive adoption, retention, and growth

Desired qualifications and skills

Experience working with security vendors, MSSPs, or OEM technology partners

Familiarity with cybersecurity concepts, managed detection and response (MDR), threat intelligence, or digital risk protection

Experience with tools such as JIRA, Salesforce, SQL, Zendesk, or similar workflow and CRM platforms

Bachelor’s or Graduate degree in Computer Science, Information Systems, Cybersecurity, or a related field

Relevant certifications (e.g., CISSP, CISA, Security+)

Experience contributing to scalable customer success or partner enablement programs

Comfort operating in environments where requirements evolve and processes mature over time