Customer Success Operations Coordinator

OPPORTUNITY OVERVIEW

As a leader in external cybersecurity, ZeroFox has achieved tremendous success, but even greater opportunities lie ahead. Our mission is to protect organizations from cyber threats by providing end-to-end solutions across threat intelligence, domain protection, adversary disruption, and breach response. As our company grows, we are looking for a process-driven, detail-oriented, and proactive Customer Success Operations Coordinator to support our Customer Success team.

ZeroFox seeks a self-starter with exceptional organizational skills, problem-solving capabilities, and the ability to manage multiple priorities. As an integral member of the Customer Success team, the Customer Success Operations Coordinator will ensure efficient and effective processes that enhance the customer experience. This role will focus on operations coordination, data management, reporting, and process optimization to drive productivity across the Customer Success organization.

ROLE AND RESPONSIBILITIES

• Coordinate operations for the Customer Success Launch Consultant team
• Maintain launch activities in our Customer Success platform, ensuring all information is current and following up with the team as necessary.
• Update and maintain key launch team deliverables, such as kickoff decks, ensuring consistency and accuracy.
• Ensure new business deals are correctly set up across multiple internal systems.
• Ensure upsells are properly configured and processed across multiple systems.
• Support reporting needs for the Customer Success organization by generating and maintaining dashboards, reports, and key performance indicators (KPIs) related to customer success launch initiatives.
• Review and update internal productivity tools including but not limited to Salesforce and Vitally, ensuring account accuracy and consistency.
• Track and analyze customer onboarding and engagement metrics to optimize processes and reduce time to value.
• Facilitate regular operational reviews with the Customer Success team to present insights and recommendations for customer engagement strategies.
• Identify opportunities for process automation and system enhancements to drive efficiency and scale operations.
• Provide an excellent customer experience by ensuring smooth operations and accurate data management.
• Perform other duties as assigned.

• Meticulous attention to detail with a strong ability to meet deadlines.
• Strong service mentality with a drive to exceed stakeholder expectations.
• Proven ability to manage multiple systems to generate actionable insights.
• 1+ years of experience providing operational and analytical support in a fast-paced team and customer environment.
• Superior organizational skills and ability to manage multiple tasks simultaneously.
• Ability to anticipate needs and take proactive action.
• Intermediate proficiency with tools like, Salesforce, Vitally (or other Customer Success platforms), and Google Workspace (Docs, Sheets, Slides, Calendar).
• Excellent verbal and written communication skills with a professional demeanor.
• Strong problem-solving and multitasking abilities.
• Ability to work independently while collaborating with cross-functional teams.
• Results-driven with a passion for process improvement and workflow optimization.
• Demonstrated ownership of work with a commitment to seeing projects through to completion.
• Adaptability to change and innovation.
• Written and spoken fluency in English.

• 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