Customer Success Lead at Zip%20Security in New York City

Job description

• Application
• We’re looking for our first dedicated Customer Success Lead to own the customer experience from Closed Won through successful deployment and ongoing adoption.
• This is a hands-on, high-ownership role. You’ll work directly with customers to get them live on Zip, make sure they’re continuously getting value from the platform, and proactively step in when adoption stalls. At the same time, you’ll build the playbooks, metrics, processes, and programs that become the foundation of Customer Success at Zip.
• You’ll work closely across Sales, Account Management, Provisioning, Product, and Engineering. As our customer base grows, you’ll have the opportunity to help shape and eventually build the broader Customer Success function.

Responsibilities

• Own customer onboarding and deployment from Closed Won to successful adoption. Drive customers through required setup, coordinate closely with our Provisioning team, guide integrations such as SSO and device management, and ensure customers consistently reach 80%+ device enrollment.
• Drive ongoing adoption and customer value. Monitor customer health, proactively identify accounts that are stalled or underutilizing Zip, help customers adopt new products and features, and provide technical enablement when additional guidance is needed.
• Build a repeatable customer lifecycle. Define clear milestones, owners, handoffs, and success metrics across onboarding, deployment, adoption, and ongoing engagement so no customer gets stuck because ownership is unclear.
• Create the operating system for Customer Success. Establish metrics around deployment, adoption, customer health, retention, and expansion, and build the playbooks and processes needed to manage a growing customer base.
• Turn recurring customer needs into scalable solutions. Build customer-facing documentation, education, communications, and enablement programs while identifying when recurring problems should be solved through better process, automation, service, or product.
• Be the voice of the customer internally. Partner closely with Product and Engineering to deliver structured, high-quality feedback and help the team understand where customers are succeeding, struggling, or finding opportunities for additional value.
• Help build the future Customer Success team. As Zip grows, help define the structure of the function and hire, onboard, and develop future Customer Success team members.
• We believe great teams are built by curious people who care deeply about learning, collaboration, and ownership. At Zip Security, you’ll have the autonomy to contribute ideas, shape decisions, and help build both our product and our culture. If you’re excited about the role, we encourage you to apply — even if your experience doesn’t perfectly align with every qualification.

Requirements

• 5+ years of experience in Customer Success, implementation, customer experience, or another highly customer-facing role at a B2B technology company.
• Experience owning complex customer implementations where success requires driving customer action, coordinating multiple stakeholders, and keeping projects moving — not simply configuring a product.
• Strong technical aptitude and the ability to quickly become credible with customers on topics such as device management, identity, endpoint security, email security, SSO, and integrations.
• Exceptional project-management skills with the ability to manage multiple customer deployments simultaneously, identify blockers early, and proactively drive customers toward action.
• A track record of building strong customer relationships while being comfortable pushing customers when necessary to keep implementations and adoption on track.
• Experience building playbooks, processes, and programs from scratch rather than only operating within an established Customer Success organization.
• Strong judgment around whether a recurring customer problem should be solved through service, process, documentation, automation, or improvements to the product.
• Comfort working directly with Product and Engineering on technical customer problems and translating customer feedback into clear, actionable insights.

Skills

Required

• Customer Success
• Implementation
• Customer experience
• Project management
• Technical aptitude
• Device management
• Identity
• Endpoint security
• Email security
• SSO
• Integrations
• Building playbooks and processes

Benefits

• Competitive compensation, equity, and comprehensive health benefits starting on day one
• 401(k) plan to help you invest in your future
• Flexible hybrid work environment (2-3 days in office! You decide what is best for you!)
• Monthly wellness benefits to help you stay active, healthy, and balanced in whatever way works best for you
• Comprehensive family-building, fertility, and hormonal health benefits to support you through every stage of life
• High ownership, autonomy, and the opportunity to shape a rapidly growing company
• Fully stocked office with endless snacks, coffee, and tea, plus Zip swag and team outings