Director, Digital Customer Success

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