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 expansionAct as the primary point of contact for partner enablement, platform optimization, and ongoing technical successBuild strong working relationships with partner stakeholders across product, engineering, security operations, and service delivery teamsSupport 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 modelsSupport and advise on API-based integrations, data feeds, and platform configurations aligned to partner use casesAct as a liaison between partners and ZeroFox technical teams for configuration changes, enhancements, and issue resolutionAssist 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 modelsIdentify operational risks related to scale, performance, data quality, or service delivery and proactively address themHelp partners define and refine workflows, SLAs, and success metrics tied to their ZeroFox-powered offeringsContribute 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 teamsAdvocate for partner needs by identifying trends, gaps, and opportunities across the OEM and MSSP customer baseSupport commercial alignment by providing insight into partner health, adoption maturity, and expansion readinessParticipate 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 formatsDevelop and review reporting that demonstrates platform effectiveness, usage trends, and value realizationConduct regular success reviews focused on technical performance, operational outcomes, and roadmap alignmentIdentify 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 roleExperience supporting OEM, MSSP, platform, or integration-driven customers in a SaaS environmentStrong technical aptitude, including experience with APIs, integrations, data feeds, or complex platform configurationsProven ability to manage multiple partner relationships simultaneously while delivering consistent outcomesExcellent problem-solving and analytical skills, with the ability to troubleshoot and resolve technical and operational challengesExceptional written and verbal communication skills, particularly when engaging technical and executive stakeholdersExperience working cross-functionally in fast-paced, evolving environmentsCustomer- and partner-first mindset with strong ownership and accountabilityAbility 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 partnersFamiliarity with cybersecurity concepts, managed detection and response (MDR), threat intelligence, or digital risk protectionExperience with tools such as JIRA, Salesforce, SQL, Zendesk, or similar workflow and CRM platformsBachelor’s or Graduate degree in Computer Science, Information Systems, Cybersecurity, or a related fieldRelevant certifications (e.g., CISSP, CISA, Security+)Experience contributing to scalable customer success or partner enablement programsComfort operating in environments where requirements evolve and processes mature over time