Team Lead, Customer Success

About the role

ZeroFox is looking for a Team Lead, Customer Success to head a group that delivers scalable, digital‑first post‑sales support and platform configuration for our SaaS customers. The role blends people leadership, technical know‑how, and program execution to drive adoption, health, and retention across tech‑touch accounts.

Key responsibilities

• Lead, mentor and grow a Customer Success team, with possible oversight of a Customer Success Operations resource.
• Design and refine scalable customer‑success strategies that align with health, adoption and retention KPIs.
• Define, track and report team metrics, ensuring alignment with overall customer lifecycle goals.
• Collaborate with Product, Support, Sales and Services to champion customer needs and product enhancements.
• Drive continuous improvement of engagement methodologies, self‑service resources, webinars and training materials.
• Oversee platform configuration specialists, ensuring accurate setups and proactive health monitoring.
• Identify automation and integration opportunities to increase efficiency.
• Partner cross‑functionally to align tech‑touch initiatives with broader lifecycle strategies.

Required profile

• 5+ years of experience in Customer Success, Technical Support or SaaS configuration roles.
• Proven experience leading or mentoring teams in customer engagement or technical implementation.
• Strong understanding of digital customer engagement, automation and scalable success models.
• Technical expertise with SaaS platforms and a data‑driven approach to adoption trends.

Required skills