Your Future CSM. 🦊
I am excited by the opportunity to join ZeroFox and contribute to your mission of making the digital world a safer place.
Let's Connect 🤝Why I'm the Best Fit for ZeroFox 🎯
My passion for customer success is rooted in a proactive approach to relationship building and problem-solving. I thrive on anticipating client needs, ensuring their goals are not just met, but exceeded. This approach aligns perfectly with ZeroFox's commitment to proactive threat intelligence and protection.
With a proven track record of managing and nurturing client relationships, I am confident in my ability to become a valuable asset to your team, helping to drive client retention and satisfaction in a fast-paced environment.
Key Achievements ✨
Customer Advocacy
- Cultivated 10+ champions.
- These champions amplified product adoption, served as trusted references, and spoke at industry events.
- Leveraged customer referrals and introductions to expand the client base and build key relationships across departments.
Strategic Planning
- Increased customer onboarding efficiency by 30%.
- Onboarded 95% of new users.
- Drove product adoption to 95% across the customer portfolio.
- Conducted timely Quarterly Business Reviews (QBRs) to drive on-time renewals and expansion.
Proactive Problem-Solving
- Reduced support tickets by ~50% and retained 100%+ of ARR by identifying and resolving potential risks.
- Became a reliable and trustworthy advisor to clients, pre-empting issues before they impacted satisfaction.
My 90-Day Onboarding Plan 🗓️
(Learning & Onboarding)
- Complete ZeroFox product, platform, and process training
- Learn internal systems (CRM, ticketing, reporting)
- Understand security intelligence, digital risk protection, and ZeroFox differentiators
- 100% completion of onboarding/training modules
- Clear understanding of company playbooks & escalation paths
- Shadow CSMs on customer calls (QBRs, onboarding, renewals)
- Observe escalation handling and customer success reviews
- Attend at least 5-7 customer calls with mentors
- Meet cross-functional teams (Sales, Solutions Engineering, Threat Intel, Support)
- Build relationships with your manager & peers
- Build an internal stakeholder map
(Engagement & Contribution)
- Take full ownership of 5-10 commercial/enterprise accounts
- Co-lead customer meetings with csm guidance
- Independent management of a few accounts with positive feedback
- Draft first customer success plans (CSPs)
- Work on reporting: platform adoption, ROI tracking, incident metrics
- Deliver 1-2 reports/QBR decks under mentorship
- Enroll in advanced threat intelligence/security awareness training
- Deep dive into industry (cyber threat landscape, competitors like Recorded Future, ReliaQuest, etc.)
- Demonstrated product fluency in customer-facing scenarios
(Ownership & Impact)
- Take full ownership of enterprise/strategic accounts
- Conduct customer onboarding independently
- Proactively manage renewals & expansion opportunities
- Positive CSAT/NPS scores on owned accounts
- First renewal or upsell opportunity identified
- Lead 1-2 Executive Business Reviews (EBRs) or QBRs
- Identify customer risks and expansion opportunities
- Share customer insights with product/engineering teams
- Deliver measurable business outcomes (renewals, expansions, reduced churn risk)
- Align with manager on long-term career goals
- Document learnings and create a repeatable playbook for future CSM hires
- Roadmap established for growth beyond 90 days
LinkedIn Referrals 🗣️
"I had the pleasure of managing Alex during their time as a Sr Customer Success Manager, and their impact on the team and clients was exceptional… He consistently demonstrated a deep understanding of client needs, driving strong relationships and measurable business outcomes… I highly recommend him to any organisation seeking a top-tier Customer Success Manager."
— Nathan Jones, VP Customer Success at Synack
"I am pleased to recommend Alex for his exceptional support. Working with him on several penetration testing projects, I witnessed his remarkable leadership and technical expertise. He played a critical role in ensuring testing of applications, identifying vulnerabilities, and implementing robust security measures, significantly enhancing our systems' security. His dedication, expertise, and professionalism make him an invaluable asset."
— Saleem Ahamed, Sr Infosec Architect at WOQOD & Airbus
"We would like to express our sincere appreciation for your continued commitment and the valuable insights you provide on our security posture… Your ongoing collaboration is truly an asset to our business."
— Ahmed Tayar, Cyber Defence Center Director at Saudi Telecom Company
"Alex’s ability to adapt to evolving circumstances, proactively address challenges, and prioritize urgency were instrumental in the success of the project… He expertly managed and communicated progress to top-level executives, particularly during critical cybersecurity events."
— Shyam Goswami, Head of Cybersecurity & Incident Response at Abu Dhabi Islamic Bank
"Alex is an excellent professional and an amazing person… very impressive social skills and rich understanding for multicultural background… He is a great asset as a professional to his organization."
— Sudhanshu Sharma, Offensive Security Leader at Emirates NBD
"Alex is extremely active, energetic, supportive, accurate, proactive, determined and very knowledgeable in the work he does."
— Yatish Bhat, Sr Manager, Cyber Security at QNB
A Glimpse Into My World 🌎
Modern Bedouin
Exploring the vast, quiet beauty of the desert and oceans. I bring the same sense of adventure and resilience to my work.
Hiking Challenge
Tackling a challenging hike. I love a good challenge, and my approach to problem-solving is to always find a path to the summit.
Team Sport
Playing on a team. I believe that success is a collaborative sport, and without a team there's no success.