Customer Success Lead

About Zip Security

Cybersecurity for growing businesses is broken — even enterprises spend heavily across hundreds of disconnected tools for marginal real-world benefit. For startups and mid-sized firms, this gap often means forgoing security entirely, or cobbling together a solution that leaves them vulnerable in other ways. At Zip Security, we build solutions that make enterprise cybersecurity effective and doable for growing businesses of all kinds, whether or not they have a security team in house.

Cybersecurity for growing businesses is broken — even enterprises spend heavily across hundreds of disconnected tools for marginal real-world benefit. For startups and mid-sized firms, this gap often means forgoing security entirely, or cobbling together a solution that leaves them vulnerable in other ways. At Zip Security, we build solutions that make enterprise cybersecurity effective and doable for growing businesses of all kinds, whether or not they have a security team in house.

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.

• 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 this resonates with you, we invite you to consider building alongside our team.