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About the Role
Zip Security is seeking its first dedicated Customer Success Lead to manage the entire customer journey from sale to successful adoption. This hands-on role involves directly engaging customers to ensure platform value, building foundational Customer Success processes, and collaborating across departments. The position offers the opportunity to shape and grow the Customer Success function as the company expands.
Responsibilities
- Own customer onboarding and deployment from Closed Won to successful adoption.
- Drive customers through required setup, coordinate with the Provisioning team, and guide integrations.
- Ensure customers consistently reach 80%+ device enrollment.
- Monitor customer health and proactively identify stalled or underutilized accounts.
- Help customers adopt new products and features and provide technical enablement.
- Define clear milestones, owners, handoffs, and success metrics across the customer lifecycle.
- Establish metrics for deployment, adoption, customer health, retention, and expansion.
- Build customer-facing documentation, education, communications, and enablement programs.
- Identify recurring customer problems and determine the best solutions (service, process, automation, product).
- Partner with Product and Engineering to deliver structured feedback and insights.
- Help define the structure of the Customer Success function and hire/develop future team members.
Requirements
- 5+ years of experience in Customer Success, implementation, customer experience, or a similar customer-facing role at a B2B technology company.
- Experience owning complex customer implementations requiring driving customer action and coordinating stakeholders.
- Strong technical aptitude and ability to quickly gain credibility on topics like device management, identity, endpoint security, email security, SSO, and integrations.
- Exceptional project-management skills with the ability to manage multiple customer deployments simultaneously.
- Ability to identify blockers early and proactively drive customers toward action.
- Track record of building strong customer relationships while being comfortable pushing customers when necessary.
- Experience building playbooks, processes, and programs from scratch.
- Strong judgment regarding how to solve recurring customer problems.
- Comfort working directly with Product and Engineering on technical customer problems.
- Ability to translate customer feedback into clear, actionable insights.
Skills
- Customer Success
- Implementation
- Customer Experience
- B2B Technology
- Project Management
- Technical Aptitude
- Device Management
- Identity Management
- Endpoint Security
- Email Security
- SSO
- Integrations
- Customer Relationship Building
- Process Building
- Program Building
- Documentation
- Customer Feedback Analysis
Location
- Hybrid
Work Type
- Hybrid
- Full-time
Experience Level
- 5+ years
Benefits
- Competitive compensation
- Equity
- Comprehensive health benefits starting on day one
- 401(k) plan
- Monthly wellness benefits
- Comprehensive family-building, fertility, and hormonal health benefits
- Fully stocked office with snacks, coffee, and tea
- Zip swag
- Team outings
About the Company
- Zip Security provides enterprise-grade cybersecurity solutions tailored for growing businesses, automating device management, endpoint security, identity and access management, compliance, and managed IT and security operations.
- The company's product offers a complete security program that helps customers select security frameworks, deploy necessary tools and policies, and maintain enforcement for 24/7 protection and compliance.
- Zip Security is at the forefront of cybersecurity innovation, leveraging major platform APIs and global threat data to deliver value.
- The company is backed by Ballistic Ventures and is seeking driven individuals to contribute to its growth and product development.