Technical Customer Success Manager

Company Overview CyberFOX is a fast-growing cybersecurity company helping SMB and mid‑market organizations protect their environments against cyber threats. Our buyers are highly informed and security‑focused but resource‑constrained, which makes disciplined, high‑intent demand generation essential to growth. Role Overview As a Technical Customer Success Manager (TCSM), you are the technical owner of partner adoption at CyberFOX. You will work across our full cybersecurity portfolio — network security including zero-trust secure remote access, SASE, and adaptive cloud firewall (with Timus as the primary focus); privileged access management; password management; DNS and web filtering; and Microsoft 365 posture management — on Windows, macOS, and mobile (iOS/Android) environments. The role is scoped deliberately around three things: Adoption, Usage, and Education. You make sure partners have actually deployed what they bought, that their end users are using it day to day, and that their technicians know how to run it. You are cleared to engage partners directly on all three without pre-approval. Commercial ownership — pricing, packaging, contract terms, renewals, and upsell — sits with the Account Manager (AM); your job is to create the conditions that make those conversations easy, flag the signals that trigger them, and provide technical proof when asked. The Three Focus Areas • Adoption — Have they actually deployed it? You own onboarding sessions, deployment planning, and configuration review, and you measure deploy rate, tenants configured, and core features enabled. Usage — Are end users actually using it day to day? You run usage reviews, remove friction, and drive re-activation, tracking active rate, active-versus-deployed users, traffic and query volume, and admin logins. • Education — Does the partner’s team know how to run it? You deliver enablement sessions, certification paths, and office hours, tracking training completion, certifications held, and repeat ticket themes. Essential Duties & Responsibilities • White-Glove Onboarding: Guide new MSP partners through onboarding from initial setup to completion of agreed success criteria, serving as their technical point of contact throughout the launch period. • Deployment & Configuration Review: Build deployment plans and audit partner configurations across the portfolio, identifying the specific gaps that make an account look deployed on paper while delivering no real value. • Technical Enablement & Training: Deliver product training across the portfolio through webinars, live workshops, certification paths, and office hours so partner technicians can deploy and operate the products independently. • Adoption & Usage Monitoring: Track deployment, license utilization, and feature adoption across every product; identify under-adoption early and drive corrective action plans. • Health Signal Detection & Reporting: Monitor partner health indicators and report sentiment, risk, and dissatisfaction signals to the Account Manager within two business days, including partners who have gone quiet. • Technical Troubleshooting & Escalation: Perform first-line diagnostics across the portfolio — zero-trust access and firewall policy and connectivity, privileged access and elevation rules, password management enrollment, DNS policy and roaming client deployment, and Microsoft 365 tenant and remediation configuration — on Windows, macOS, iOS, and Android. Determine when an issue requires L2/L3 or engineering support and escalate with complete reproduction detail. • Business Review Contribution: Prepare and present the adoption, usage, and enablement content for partner business reviews, supporting the Account Manager who owns the commercial agenda. • Expansion Signal Flagging: Identify and flag defined expansion signals — approaching seat capacity, full product adoption, rapid tenant growth, and certified power users — setting the CRM flag and handing the commercial conversation to the Account Manager within 48 hours. • Proactive Engagement: Maintain a regular outreach cadence on adoption, usage, and education, sharing best practices, release updates, and configuration recommendations before partners have to ask. • Voice of the Partner: Capture structured feedback and recurring themes and relay them to • Product and Engineering to influence the roadmap. • CRM & Account Documentation: Maintain accurate, current account records, engagement history, success plans, and next steps in the CRM and customer success tooling. • Performance & KPIs: Achieve quarterly performance goals and initiatives; track and report on onboarding time-to-value, deploy and active rates, feature enablement, training completion and certifications held, repeat ticket themes, and customer satisfaction (CSAT). •Security & Compliance: Adhere to HIPAA standards and strict security standards in all handling of partner and end-customer data. •Continuous Improvement: Analyze adoption and ticket trends and recommend process, system, and product improvements across the full portfolio. •Knowledge Base: Contribute to and maintain internal and partner-facing documentation, knowledge base articles, and training materials across the portfolio. •Industry Awareness: Stay current on the latest cybersecurity threats and best practices across network security, identity access management, and DNS security. • Other duties as assigned. Qualifications • Minimum of 5 years of experience in customer success, technical account management, technical support, or solutions consulting, with an emphasis on customer satisfaction and problem-solving. • College or technical institute degree in Information Technology, Computer Science, Business, or a related discipline; may be substituted by additional years of directly relevant experience. • Hands-on experience with network security solutions — zero-trust access, firewalls, VPN, SASE, and endpoint security — and with cloud technologies. • Working knowledge of identity and access management concepts, including password management and privileged access management. • Demonstrated troubleshooting ability across Windows, macOS, iOS, and Android. • Demonstrated record of driving product adoption or deployment outcomes across a book of accounts. • Experience delivering technical training or enablement to a technical audience. • Excellent written and verbal communication skills, essential for supporting partners via phone, chat, email, and video. Preferred Experience • Experience supporting MSPs or working within a channel/partner-led success model. • Experience with DNS filtering, web security, or roaming client deployment. • Experience with CRM systems and customer success platforms. • Experience with virtualization technologies and cloud providers (AWS, GCP, Azure). • Experience with network protocols including DNS, DHCP, TCP/IP, FTP/SFTP, SMTP, and SNMP. • Previous experience with on-premise firewalls, VPNs, SD-WAN, and/or SASE. • Knowledge base development and training creation experience. • Industry certifications (e.g., CompTIA Security+, Network+, CCNA, CISSP) preferred. Working Conditions • Monday – Friday, 8:30 AM – 5:30 PM ET. • Professional office or home environment (home environment when restrictions prevent open access to an office). • CyberFOX is a hybrid working environment: Monday, Wednesday, and Thursday are in-office days; Tuesday and Friday are work-from-home days. • Headquarters: Tampa, Florida. Benefits • Comprehensive Healthcare: Medical, dental, and vision plans for you and your family. • Life Insurance: Basic, voluntary, and AD&D coverage for peace of mind. • Paid Time Off: Vacation, sick days, and public holidays to recharge and relax. • Professional Development: Continuous learning and growth opportunities. Equal Opportunity Employer CyberFOX proudly fosters a diverse environment and is an equal opportunity employer. We celebrate diversity and strive for an inclusive workplace where all employees feel valued. We welcome applicants from all backgrounds without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.