Zip Security

Customer Success Manager

• Own customer onboarding and deployment from Closed Won through successful adoption
• Drive required setup and coordinate with the Provisioning team
• Guide integrations such as SSO and device management
• Ensure customers consistently reach 80%+ device enrollment
• Monitor customer health and proactively address stalled or underutilized accounts
• Help customers adopt new products and features
• Provide technical enablement when needed
• Define customer lifecycle milestones, owners, handoffs, and success metrics
• Establish metrics for deployment, adoption, customer health, retention, and expansion
• Build Customer Success playbooks and processes
• Create customer-facing documentation, education, communications, and enablement programs
• Identify whether recurring problems require process, automation, service, or product solutions
• Provide structured customer feedback to Product and Engineering
• Help define the future Customer Success function and hire, onboard, and develop team members

Customer Success Lead