[Hiring] Senior Customer Success Manager @Zenity

Role Description

This role plays a critical part in our next phase of growth. You’ll serve as the technical lead for complex customers, owning regular engagement, technical orchestration, and cross-organizational coordination, directly influencing how customers build their AI security program.

• Own the full technical and strategic success of Zenity’s accounts, serving as the primary technical and customer-facing resource post-sale.
• Lead complex, multi-party enterprise engagements across deployment, integrations, budgeting cycles, governance approvals, and long-term platform expansion.
• Coordinate joint account motions involving customer stakeholders, Zenity internal teams, and large technology platform teams, ensuring alignment on strategy, integrations, and long-term value realization.
• Run strategic reviews that clearly articulate security program improvements, roadmap alignment, integration progress, and expansion opportunities.
• Serve as the voice of the customer to Product, Engineering, Sales, and Field Engineering to streamline complex motions and reduce internal friction.
• Own high-impact technical escalations end-to-end, maintaining executive visibility while driving resolution across internal teams.
• Translate sophisticated requirements into structured success plans, identifying technical risks, integration dependencies, and phased deployment strategies.
• Partner closely with Product and Engineering to surface customer insights that influence roadmap direction and support the continued evolution of Zenity’s platform.
• Contribute to scaling Zenity’s success model and best practices for managing strategic accounts.
• Act as a mentor on the Customer Success team - sharing your learnings from customers and past Customer Success engagements to improve our customer experience.

Qualifications

• You have 6+ years in customer-facing technical roles in SaaS, cybersecurity, or enterprise software, including ownership of complex account engagements.
• You've led customer engagements and strategic reviews inside large organizations, and can explain what changed in the customer's program as a result.
• You've run enterprise accounts with many motions at once (governance processes, integrations, cross-functional stakeholders, external platform teams) and can describe how you kept them moving together.
• You've owned a hard technical escalation through resolution with Engineering and Support, and can walk through what you did and what you'd do differently.
• You've turned customer requirements into product insight that Product or Engineering acted on.
• You have a hands-on cybersecurity background and have gone deep with customers on technical architecture, integrations, and enterprise risk.

Requirements

• Strongly preferred exposure to AI, enterprise security, or other emerging technologies.

Benefits

• The expected OTE range for this role is $210,000–$230,000, depending on experience, skills, and location.
• This role may be eligible for equity and performance-based incentives.

Interview Process

• Recruiter Screen (30 minutes) – Learn more about Zenity, the role, and how we work.
• VP of Customer Success Interview (45–60 minutes) – A deeper discussion about your technical background, customer management approach, and escalation ownership.
• Support Leadership Interview – Discussion focused on technical depth, security expertise, and cross-functional within support and engineering.
• Solutions Engineering Interview – Discussion focused on ownership of customer outcomes post sale, cross-functional sales and CS alignment, AI experience.
• People Team Interview (45 minutes) – A conversation focused on collaboration, work style, and alignment.