Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full ownership of the technical and strategic success of Zenity’s accounts as the main technical and customer-facing resource after sales.

• Lead intricate, multi-party enterprise engagements that encompass deployment, integrations, budgeting cycles, governance approvals, and long-term platform growth.

• Facilitate joint account initiatives involving customer stakeholders, Zenity internal teams, and major technology platform teams.

• Conduct strategic reviews that focus on security program enhancements, roadmap alignment, integration progress, and opportunities for expansion.

• Serve as the customer advocate to Product, Engineering, Sales, and Field Engineering teams.

• Manage high-impact technical escalations from start to finish and ensure resolution across internal teams.

• Convert customer needs into structured success plans, identifying technical risks, integration dependencies, and phased deployment strategies.

• Collaborate with Product and Engineering to highlight customer insights that shape roadmap direction.

• Assist in scaling Zenity’s customer success model and establish best practices for strategic accounts.

• Provide mentorship to the Customer Success team and share insights to enhance customer experience.

⛳️ Requirements

• Over 6 years of experience in customer-facing technical roles within SaaS, cybersecurity, or enterprise software.

• Proven experience in managing complex account engagements.

• Demonstrated success in leading customer engagements and strategic reviews within large organizations.

• Experience managing enterprise accounts that involve governance processes, integrations, cross-functional stakeholders, and external platform teams.

• Proven track record of handling technical escalations to resolution in collaboration with Engineering and Support.

• Ability to transform customer requirements into actionable product insights for Product or Engineering teams.

• Hands-on experience in cybersecurity.

• Familiarity with technical architecture, integrations, and enterprise risk management.

• Preference for candidates with exposure to AI, enterprise security, or other emerging technologies.

• A mindset focused on ownership and accountability for customer outcomes.

• Strong executive presence and analytical thinking abilities.

• Comfortable working in a dynamic startup environment.

• Capability to work collaboratively across Support, Engineering, Product, Sales, Field Engineering, and Solutions Engineering teams.

🏝️ Benefits

• Equity may be offered.

• Performance-based incentives may be provided.

• An inclusive work environment.

• Equal opportunity employment.