Head of Customer Experience
ZeroFOX
 Baltimore, MD
OPPORTUNITY OVERVIEW
ZeroFOX
seeks a highly motivated customer experience and success leader who understands the reciprocal value of maximizing a customer’s lifetime value. Our customer experience leader will run a tiger team that identifies trends within customer cohorts to enhance customer adoption, increase positive customer momentum and remediate customer issues. It is imperative that this individual takes direct ownership of customer facing interactions and challenges to address acute issues and pervasive challenges impacting customer experience. This person will be the key customer advocate taking full ownership of customer value throughout the lifecycle of their ZeroFOX relationship.  Strong data analysis capabilities, excellent executive communication skills, and cross-functional expertise are must-haves. The ideal leader will also have experience working with internal teams including sales, marketing, product and customer support teams to empower up-selling and cross-selling initiatives for customers.

ZeroFOX is on a mission to protect organizations from a new set of cybersecurity risks emerging from digital transformation initiatives across social media and other digital platforms. Our artificial-intelligence powered platform provides our customers visibility into new threats, while our Global Operations team remediates threats we find on behalf of our customers. This market-leading combination of technology and services propels our growth and drives high levels of customer retention. 

Responsibilities

  • Create and analyze actionable insights; communicate company-wide customer health metrics amongst key internal stakeholders
  • Execute strategies to immediately improve customer satisfaction across the company 
  • Partner with sales and customer support to identify and address at-risk customers that require different enablement strategies
  • Identify customer champions and successful customers to ensure successful strategies are replicated and invested in throughout the company

Qualifications

  • Significant executive-level customer interaction experience working with and in a combination of account management, executive sales or operations, customer experience or success, or customer support, typically obtained in 10+ years
  • Ability to prioritize, problem solve, multi-task, and work independently in a dynamic and rapidly changing workplace
  • Outstanding organizational and people skills; master communicator who can interact with all levels of the organization to lead complex, cross-business unit projects
  • Bachelor’s degree, preferably in business, psychology or related fields
  • Comprehensive cybersecurity experience
  • Demonstrated track record serving and understanding customers
  • Interpersonal skills needed to help nurture customer relationships and work with cross-business unit teams
  • Team thinker that is revenue-driven and motivated by enabling great experiences for customers 
  • Strategic thinker who defaults to execution, but also sees beyond the day-to-day to help reach sales goals and improve the customer experience

Do you want to love where you work?

  • Amazing Product: ZeroFOX is creating paradigm shifting cyber security product
  • Bragging Rights: The Forrester New Wave(™): Digital Risk Protection, Q3 2018, named ZeroFOX a Leader after a thorough evaluation of the top 14 vendors. Learn why Forrester says “ZeroFOX leads the pack in social media protection and digital risk analytics” and describes ZeroFOX as the “best for those that want actionable intelligence and rapid remediation.
  • Awesome Culture:  ZeroFOX is a community – most describe our team as a group of close-knit, incredibly talented, and highly caffeinated people. Behind ZeroFOX’s numerous accolades lies a vibrant ecosystem where team members have fun and are rewarded for continual innovation, disruption, and taking ownership in their work.
  • Get Things Done: Innovation is woven into the fabric of our organization. Every aspect of our operations is purposeful; enabling us to research, develop and innovate faster than the competition.
  • Benefits: In addition to competitive compensation, full-time employees can participate in our health insurance plans, retirement, and more.
  • Best Office in Downtown Baltimore (Federal Hill): Large floor-to-ceiling windows, a productive workspace, an awesome community area and free street parking available.

Interested?

  • Ready to apply? Visit us at to find out more and join the best team in the security industry.
  • Not ready to apply? Email careers_at_zerofox_dot_com to speak with a member of the team!
ABOUT ZEROFOX
ZeroFOX, the market leader in digital visibility and protection, safeguards modern organizations from dynamic security, brand and physical risks across social, mobile, web and collaboration platforms. Using diverse data sources and artificial intelligence-based analysis, the ZeroFOX Platform identifies and remediates targeted phishing attacks, credential compromise, data exfiltration, brand hijacking, executive and location threats and more. The patented ZeroFOX SaaS technology processes and protects millions of posts, messages and accounts daily across the social and digital landscape, spanning LinkedIn, Facebook, Slack, Twitter, Instagram, Pastebin, YouTube, mobile app stores, the deep & dark web, domains and more.

**ZeroFOX is an Equal Opportunity Employer and participates in e-Verify**