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Director of Digital Customer Success

ZeroFoxBengaluru, Karnataka, India
On-site Full-time

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Experience Level

Senior Level Manager

Qualifications

Leadership & People ManagementGuide, mentor, and cultivate managers and team members across Digital Customer Success Managers, named CSMs, Configuration Specialists, and Customer Success Operations. Promote a performance culture rooted in accountability, customer outcomes, and continuous improvement. Define clear role charters, success metrics, and career pathways for all roles within the India CoE. Implement targeted hiring, onboarding, training, and retention strategies as the team expands. Digital Customer Success Strategy & ExecutionImplement global digital customer success strategies across technology-driven and scaled customer segments. Ensure Digital CSMs provide consistent, high-quality customer interactions through automation, enablement initiatives, and data-informed outreach. Collaborate with Product, Support, Sales, and Services teams to enhance the digital customer experience. Promote best practices for customer adoption, platform optimization, and proactive risk management.

About the job

ZeroFox has developed a robust Digital Customer Success organization dedicated to enhancing the experience of our expanding global clientele through impactful, data-driven, and scalable engagement strategies. We are on the lookout for a dynamic Director of Digital Customer Success to spearhead our India Center of Excellence (CoE), taking charge of regional execution, team leadership, and operational excellence across our Digital Customer Success Managers, Configuration Specialists, and Customer Success Operations teams.

This pivotal role will significantly contribute to the enhancement, operationalization, and scalability of our digital customer success initiatives, collaborating closely with our Customer Success leadership in the United States and London to ensure alignment with global strategies, outcomes, and benchmarks. The position combines strategic oversight with hands-on operational responsibilities, critical for maintaining consistency, quality, and measurable results as ZeroFox continues its trajectory of growth.

As the Director of Digital Customer Success, your key responsibilities will include:

  • Enhancing and expanding an effective Digital Customer Success organization within the India CoE.
  • Leading and mentoring in-region teams, focusing on performance management and career development.
  • Translating global Customer Success strategies into actionable regional execution.
  • Fostering consistency, accountability, and measurable results across digital customer success, configuration, and operations.
  • Serving as a strategic ally to global Customer Success leadership while being the primary owner of execution within India.

About ZeroFox

ZeroFox is at the forefront of digital customer engagement, offering innovative solutions that drive success for businesses across the globe. Our commitment to data-driven strategies and scalable engagement models empowers our customers to achieve their goals effectively.

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