Customer Success Lead

Zip Security

. Own customer onboarding and deployment from Closed Won through successful adoption .

Posted 9/19/2026full-timeNew York City • District of Columbia • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success management, focusing on customer onboarding, deployment, and adoption strategies. Proficient in building processes, playbooks, and metrics to enhance customer health and retention while collaborating with Product and Engineering teams.

Highest-signal resume keywords

Customer Success ManagementProject ManagementTechnical Aptitude in Device ManagementBuilding Playbooks and ProcessesStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer OnboardingCustomer DeploymentDevice ManagementSSO IntegrationsEndpoint SecurityEmail SecurityCustomer Relationship ManagementMetrics DefinitionTechnical EnablementProblem Solving

Soft Skills

Exceptional JudgmentStrong CommunicationRelationship BuildingProactive Problem SolvingAdaptability

Industry Keywords

B2B TechnologyCustomer ExperienceCustomer Health MonitoringCustomer FeedbackCustomer RetentionCustomer Lifecycle ManagementAutomation SolutionsTechnical DocumentationEducation ProgramsCustomer Success Playbooks

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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 involving customer action and multiple stakeholders
Strong technical aptitude covering device management, identity, endpoint security, email security, SSO, and integrations
Exceptional project-management skills
Ability to manage multiple customer deployments simultaneously, identify blockers early, and drive customers toward action
Track record of building strong customer relationships while pushing customers when necessary
Experience building playbooks, processes, and programs from scratch
Strong judgment about solving recurring customer problems through service, process, documentation, automation, or product improvements
Comfort working directly with Product and Engineering on technical customer problems
Ability to translate customer feedback into clear, actionable insights

Benefits

Comp & perks

Competitive compensation
Equity
Comprehensive health benefits starting on day one
401(k) plan
Flexible hybrid work environment
Monthly wellness benefits
Comprehensive family-building, fertility, and hormonal health benefits
High ownership and autonomy
Fully stocked office with snacks, coffee, and tea
Zip swag
Team outings