Sr. Customer Success Manager

Everfox•Herndon, VA

14h•Hybrid

About The Position

The Customer Success Manager (CSM) is a strategic, customer-facing role responsible for building and sustaining strong relationships that drive customer satisfaction, retention, and growth. Acting as a trusted technical advisor, the CSM develops a deep understanding of Everfox products and services, enabling meaningful engagement with customers on product capabilities, usage, enhancements, issue resolution, and overall solution value. The CSM is accountable for enabling customers to realize maximum value from their Everfox investment, proactively guiding adoption and aligning outcomes to customer objectives. Serving as the customer’s advocate internally, the CSM ensures feedback, priorities, and challenges are effectively managed and represented across Everfox. Working cross-functionally, the CSM plays a key role in the broader commercial lifecycle, partnering closely with Account Management and Renewals teams to identify and support expansion opportunities, including upsell and cross-sell. Through proactive engagement and a focus on value delivery, the CSM ensures customers achieve their desired outcomes, maximize product value, and maintain confidence that Everfox is the partner for them.

Requirements

Experience working in a technical customer support capacity, e.g. support desk analyst, Professional Services Engineer, Technical Account Manager etc.
A strong understanding of customer lifecycle management and customer success best practices.
A proven track record of driving high customer satisfaction.
Exceptional communication (both verbal and writing) and interpersonal skills.
Strong problem-solving and conflict-resolution abilities.
An ability to draw on examples of integrating solutions into client infrastructures.
An ability to analyze data and translate insights into actionable strategies.
An ability to collaborate and work successfully within a team
Strong time management skills.

Nice To Haves

Graduate-level qualification, ideally in Systems Engineering, Computer Science, or similar engineering, technology discipline.
Experience working with Key Performance Indicators (KPIs) including Customer Retention Rate, Customer Health Scores, Annual Recurring Revenue (ARR), Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
An ability to analyze, troubleshoot and reproduce issues effectively using log files and sample data.
A demonstrable understanding of computer networking; in particular: internet technologies such as DNS, NTP, HTTPS, SSL certificates the supporting OSI stack - TCP/IP, Ethernet, routing and switching implementing, integrating and debugging networks proxy and firewall technology and Syslog platforms security best practice
Proficiency and experience with both Windows (servers and workstations) and Linux (Ubuntu and RHEL).

Responsibilities

Collaborate with Account Managers, Professional Services, Product Management, Technical Support and Renewal Leads to build and maintain long-term relationships with customers, fostering loyalty and trust, particularly with customer technical and project leads.
Act as the primary customer contact for ongoing operations, partnering with Professional Services Project Managers during delivery phases and supporting successful implementation.
Act as the 'customer advocate,' representing customer needs and interests within Everfox.
Create and deliver a tailored Customer Success Plan (CSP) and Service Design Pack (SDP) designed to align with support terms and conditions and each customer’s goals and needs, ensuring they maximize the value of their investment and know who to contact when to access support.
Facilitate quarterly remote ‘health checks’ to evaluate the status of customers' Everfox deployments, providing recommendations to improve efficiency, effectiveness, and Return on Investment (ROI).
Lead regular Service Reviews to assess progress against the CSP, review the findings from recent health checks, and gauge customer satisfaction and engagement. Use these reviews to identify opportunities for customers to derive greater value from their Everfox solutions.
Contribute to an internal ‘customer health’ report, monitoring and maintaining high account health scores across your customer base while proactively identifying and addressing areas for improvement.
Proactively identify, address, and resolve issues to prevent customers from churning.
Advocate for Everfox products and features to help customers fully leverage their value and capabilities.
Ensure customers have timely access to technical support and act as management escalation as required.
Monitor, track, and report on SLA compliance and support performance, driving visibility, accountability, and continuous improvement.
Provide access to expert advice and guidance on Everfox product usage, architecture, version migrations, training options, and configuration to meet customers’ use cases.
Act as a customer champion within Everfox, representing customer needs and influencing the product roadmap, while managing a structured feedback loop to capture, prioritize, track, and report on feature requests and defect resolution.
Partner with the Renewals team to drive timely and early contract renewals, ensuring sustained customer engagement and satisfaction.
Collaborate with the Account and Renewals team to identify upsell opportunities and expand the overall value of customer accounts.