Digital Customer Success Manager

ZeroFox; Bengaluru; On-site; INR 6,323,396 - 8,130,081; Full time

Benefits offered by this job

Competitive compensation

Community-driven culture

Generous time off

Best-in-class benefits

Modern workspace

Job summary

A leading technology company is hiring a Digital Customer Success Manager in Bengaluru, India. This role is intended to foster efficient customer engagement and support through automation and proactive education. Ideal candidates should possess 3+ years of SaaS experience and demonstrate strong analytical and communication skills. You will manage customer relationships, execute enablement programs, and act as a technical liaison. The company offers competitive compensation and a collaborative work culture.

Qualifications

• 3+ years in a customer-facing role within SaaS, preferably with experience in Customer Success or Support.
• Demonstrated ability to support multiple customer accounts through low-touch or tech-touch engagement models.
• Strong analytical and problem-solving skills, leveraging customer data to drive engagement.

Responsibilities

• Establish and maintain scalable relationships with a broad customer base.
• Develop and execute automated enablement programs.
• Act as a subject matter expert for platform configuration.
• Analyze customer data to identify patterns and opportunities.
• Serve as a proactive liaison for technical issues.

Skills

Customer Success

Analytical skills

Problem-solving

Communication skills

SaaS experience

Job description

Opportunity Overview

ZeroFox is seeking a Digital Customer Success Manager (CSM) to support and empower our tech-touch customer segment. This role is designed to drive efficient post-sales engagement through scalable solutions, automation, and proactive customer education. As the CSM, you'll be a trusted advisor to customers, guiding them to optimize their platform use and troubleshoot challenges via digital engagement. This role demands technical aptitude, customer advocacy, and the ability to enable value through data-driven insights and programmatic support. Ideal candidates will have a track record of managing multiple customer accounts in a SaaS environment, bringing both technical and consultative skills to foster customer engagement and success.

Responsibilities

• Establish and maintain scalable relationships with a broad customer base, delivering consistent, high-quality tech-touch engagement
• Develop and execute automated enablement programs to guide customers through the platform journey, focusing on usage optimization and feature adoption
• Act as a subject matter expert for platform configuration, offering guidance to ensure continuous, effective use of our solutions
• Distribute customer-facing resources such as video tutorials, FAQs, and interactive product tours to facilitate self-service support
• Analyze customer data to identify patterns and opportunities for targeted outreach, anticipating customer needs based on usage trends
• Serve as a proactive liaison for technical issues, coordinating with support teams to address and resolve concerns quickly
• Support customer adoption through regular web-based training, resources, and tailored recommendations for maximizing platform value
• Engage in ongoing feedback loops with product, customer operations, and service teams to enhance tech-touch strategies and contribute to the overall customer experience
• Maintain a strong knowledge base of platform updates, best practices, and industry trends, translating these into insights for the tech-touch customer segment

Qualifications

• 3+ years in a customer-facing role within SaaS, preferably with experience in Customer Success or Support
• Demonstrated ability to support multiple customer accounts through low-touch or tech-touch engagement models
• Strong analytical and problem-solving skills, with experience leveraging customer data to drive engagement and adoption
• Excellent verbal and written communication skills to convey technical concepts to a broad audience
• Ability to thrive in a dynamic, fast-paced environment, balancing multiple projects while maintaining a customer-focused approach
• Self-motivated and adaptable, with a strong customer service orientation and collaboration mindset

Benefits

• Competitive compensation
• Community-driven culture with employee events
• Generous time off
• Best-in-class benefits
• Fun, modern workspace
• Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture