Customer Success Manager

Trusted Connectivity for AI-Powered Dominance.

Everfox delivers trusted connectivity to protect the world’s most critical environments and safeguard the sensitive data powering decision advantage.

Built for mission-critical operations, Everfox protects what matters most by securing how data moves, how users access it, and how threats are neutralized across every domain. We enable mission speed and secure collaboration across networks, domains, and allies, while ensuring the data powering AI and advanced analytics remains trusted and protected.

We don’t just defend systems; we deliver decision dominance.

• Our Purpose. Protect what matters most by enabling organizations to operate security in the most complex and high-risk digital environments.
• Our Vision. To be the most trusted authority in high-assurance cybersecurity, enabling secure collaboration across every domain.
• Our Belief. Security should never limit mission success – it should enable it.

Our Promise. We deliver absolute confidence in environments where failure is not an option.

Title: Customer Success Manager

Location: London, UK (Hybrid)

Job Summary:

The Customer Success Manager (CSM) is a strategic, customer-facing role responsible for building and sustaining strong relationships that drive customer satisfaction, retention, and growth.

Acting as a trusted technical advisor, the CSM develops a deep understanding of Everfox products and services, enabling meaningful engagement with customers on product capabilities, usage, enhancements, issue resolution, and overall solution value.

The CSM is accountable for enabling customers to realize maximum value from their Everfox investment, proactively guiding adoption and aligning outcomes to customer objectives. Serving as the customer’s advocate internally, the CSM ensures feedback, priorities, and challenges are effectively managed and represented across Everfox.

Working cross-functionally, the CSM plays a key role in the broader commercial lifecycle, partnering closely with Account Management and Renewals teams to identify and support expansion opportunities, including upsell and cross-sell.

Through proactive engagement and a focus on value delivery, the CSM ensures customers achieve their desired outcomes, maximize product value, and maintain confidence that Everfox is the partner for them.

Key Responsibilities:

Customer Relationship Management:

• Collaborate with Account Managers, Professional Services, Product Management, Technical Support and Renewal Leads to build and maintain long-term relationships with customers, fostering loyalty and trust, particularly with customer technical and project leads.
• Act as the primary customer contact for ongoing operations, partnering with Professional Services Project Managers during delivery phases and supporting successful implementation.
• Act as the 'customer advocate,' representing customer needs and interests within Everfox.

Onboarding:

• Create and deliver a tailored Customer Success Plan (CSP) and Service Design Pack (SDP) designed to align with support terms and conditions and each customer’s goals and needs, ensuring they maximize the value of their investment and know who to contact when to access support.

Customer Health and Engagement:

• Facilitate quarterly remote ‘health checks’ to evaluate the status of customers' Everfox deployments, providing recommendations to improve efficiency, effectiveness, and Return on Investment (ROI).
• Lead regular Service Reviews