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.

Our product is a complete security program that automates device management, endpoint security, identity and access management, compliance, and managed IT and security operations to keep teams of all kinds protected. We help our customers pick their right security frameworks, correctly deploy the tools, policies, and controls they need, and keep everything enforced over time, so their business is protected and compliant, 24/7.

Zip is at the cutting edge of what’s possible in cybersecurity, and dedicated to delivering value for our customers. It’s a big part of why we’re backed by Ballistic Ventures. Major platforms are opening APIs that enable automated management at scale, new government initiatives are surfacing global threat data, and we're positioned to be the first to properly integrate all of it.

We're looking for driven, talented people to help us get there. If this resonates with you, we invite you to consider building alongside our team.

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…