Director, Digital Customer Success

TypeOnsite

Sub

Growth Developer

Description

ZeroFox has established a Digital Customer Success organization to support a growing global customer base through high-impact, data-driven, and scalable engagement models. To support this growth, we are seeking a Director of Digital Customer Success to lead our India Center of Excellence (CoE), owning in-region execution, people leadership, and operational rigor across our Digital Customer Success Managers, Configuration Specialists, and Customer Success Operations teams.This Director will play a critical role in refining, operationalizing, and scaling digital customer success, while partnering closely with Customer Success leadership in the United States and London to align with global strategy, outcomes, and standards.

This role blends strategic leadership with hands-on operational accountability and is pivotal to ensuring consistency, quality, and measurable impact as ZeroFox continues to grow.As the Director of Digital Customer Success, you will be accountable for strengthening and scaling an existing organization by:,

Refining and scaling a high-performing Digital Customer Success organization within the India CoE
Owning in-region people leadership, performance management, and career development
Translating global Customer Success strategy into operational execution
Driving consistency, accountability, and measurable outcomes across digital CS, configuration, and CS operations
Acting as a strategic partner to global CS leadership while serving as the primary owner of India-based execution

Requirements

Leadership & People Management

Lead, mentor, and develop managers and individual contributors across Digital CSMs, named CSMs, Configuration Specialists, and CS Operations
Strengthen a performance culture grounded in accountability, customer outcomes, and continuous improvement
Establish clear role charters, success metrics, and career paths for all India CoE CS roles
Drive targeted hiring, onboarding, enablement, and retention strategies as the team grows

Digital Customer Success Strategy & Execution

Operationalize global digital customer success strategies across tech-touch and scaled customer segments
Ensure Digital CSMs deliver consistent, high-quality customer engagement through automation, enablement programs, and data-driven outreach Partner with Product, Support, Sales, and Services to continuously improve the digital customer journey
Champion best practices for customer adoption, platform optimization, and proactive risk mitigation
Configuration & Technical Enablement Oversight
Oversee the Configuration Specialist team to ensure high-quality, scalable platform configuration and optimization
Ensure configuration workflows align with customer success playbooks, onboarding motions, and adoption goals
Partner with Product and Engineering to surface trends, gaps, and improvement opportunities based on configuration and technical data
Customer Success Operations & Reporting
Own in-region CS Operations execution, including data integrity, tooling, reporting, and process optimization
Ensure accurate and timely reporting on key digital CS metrics such as adoption, engagement, time-to-value, customer health, and retention signals
Drive operational excellence across Salesforce, Vitally, and other CS tooling
Global Partnership & Stakeholder Alignment
Serve as the primary India-based CS leader partnering with US and London CS leadership
Ensure alignment to global CS frameworks, KPIs, and operating models
Provide regional insights, execution feedback, and recommendations to inform global CS strategy
Act as a bridge between regional execution and global decision-making
Success Metrics
This role will be measured on:
Scaled customer adoption and engagement outcomes across digital segments
Consistency and quality of customer experience delivered by the India CoE
Achievement of operational KPIs (customer health, time-to-value, automation coverage, productivity)
Team performance, retention, and growth
Accuracy, reliability, and actionability of CS reporting and insights
Experience building or leading a Center of Excellence or offshore delivery model
Background in cybersecurity, SaaS, or highly technical B2B platforms
Familiarity with Customer Success platforms (Vitally or similar), Salesforce, and analytics tools
Strong data fluency with the ability to translate insights into action
Experience scaling teams in high-growth environments

Benefits

Competitive compensation
Community-driven culture with employee events
Generous time off
Best-in-class benefits
Fun, modern workspace
Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture

Life at ZeroFox

ZeroFOX, the innovator of social media & digital security, protects modern organizations from dynamic security, brand and physical risks across social, mobile, web and collaboration platforms. Using targeted data collection and artificial intelligence-based analysis, ZeroFOX protects modern organizations from targeted phishing attacks, credential compromise, data exfiltration, brand hijacking, executive and location threats and more. Recognized as a Leader in Digital Risk Monitoring by Forrester, the patented ZeroFOX SaaS platform processes and protects millions of posts, messages and accounts daily across the social and digital landscape, spanning LinkedIn, Facebook, Slack, Twitter, HipChat, Instagram, Reddit, Pastebin, Tumblr, YouTube, VK, mobile app stores, the deep & dark web, domains and more.

Led by a team of information security and high-growth company veterans, ZeroFOX has raised nearly $100M in funding from NEA, Highland Capital, Silver Lake Waterman, Redline Capital and others, and has collected top industry awards such as Red Herring North America Top 100, the SINET16 Champion, Dark Reading's Top Security Startups to Watch, Tech Council of Maryland's Technology Company of the Year and the Security Tech Trailblazer of the Year.

The ZeroFOX team is comprised of builders, communicators and innovators working together to make the world safe for people and organizations in the digital age. Want to join fast growing team in a rapidly developing market View our current job openings and apply at: https://www.zerofox.com/careers/

Thrive Here & What We Value

Competitive compensation & benefits

Communitydriven culture with employee events, regular team bonding activities

Generous time off, comprehensive health benefits & 401(k) plan

Fun, modern workspace and respectful work environment

Mission-oriented, customer-focused, collaborative, dedicated team

Opportunities to learn and contribute knowledge, excellent communication

Interested? Ready to apply at https://www.zerofox.com/careers

Director, Digital Customer Success

Description

Requirements

Benefits

Life at ZeroFox

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