Customer Success Lead

Ballistic Ventures; Washington (District of Columbia); Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Equity & health benefits

401(k) plan

Hybrid work environment

Wellness benefits

Family-building benefits

Autonomy and impact

Job summary

Zip Security is hiring a Customer Success Lead to own the customer experience from sale through deployment and ongoing adoption. You will work directly with customers to ensure successful implementation, value realization, and sustained usage of the platform.

You will collaborate across Sales, Provisioning, Product, and Engineering to build repeatable processes, playbooks, and metrics that scale Customer Success as Zip grows.

Qualifications

• 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 where success requires driving customer action and coordinating multiple stakeholders.
• Strong technical aptitude in areas like device management, identity, endpoint security, and integrations.

Responsibilities

• Own onboarding and deployment from Closed Won to successful adoption, guiding integrations and device enrollment.
• Drive ongoing adoption and customer value, monitor health, and identify stalled accounts.
• Build a repeatable customer lifecycle with clear milestones and ownership.
• Establish metrics around deployment, adoption, health, retention, and expansion.
• Create customer-facing docs and enablement programs to scale support.
• Collaborate with Product and Engineering to translate feedback into actionable insights.
• Help define and grow the future Customer Success team.

Skills

Customer Success

Implementation

Project management

Technical aptitude

B2B technology

Job description

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.

About The Role

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.

What You Will Build At Zip Security

• 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.

What We’re Looking For

• 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 where success requires driving customer action, coordinating multiple stakeholders, and keeping projects moving — not simply configuring a product.
• Strong technical aptitude and the ability to quickly become credible with customers on topics such as device management, identity, endpoint security, email security, SSO, and integrations.
• Exceptional project-management skills with the ability to manage multiple customer deployments simultaneously, identify blockers early, and proactively drive customers toward action.
• A track record of building strong customer relationships while being comfortable pushing customers when necessary to keep implementations and adoption on track.
• Experience building playbooks, processes, and programs from scratch rather than only operating within an established Customer Success organization.
• Strong judgment around whether a recurring customer problem should be solved through service, process, documentation, automation, or improvements to the product.
• Comfort working directly with Product and Engineering on technical customer problems and translating customer feedback into clear, actionable insights.

Who You’ll Work With

• Our provisioning function will own standing up and configuring underlying services such as Jamf, Intune, Entra, and CrowdStrike and connecting those services to Zip so that customers can hit the ground running.
• Our existing T1 support rotation handles most incoming tickets, bugs, etc. from customers, so you won’t be the first call for support (though if customers need a meeting, we will tap you in).
• Our account management function will handle pricing, contracts, and renewals. You’ll own setting them up for success.
• Our product & engineering function will handle prioritizing & implementing the feedback you give to drive our product roadmap.

What we offer

• Competitive compensation, equity, and comprehensive health benefits starting on day one
• 401(k) plan to help you invest in your future
• Flexible hybrid work environment (2-3 days in office! You decide what is best for you!)
• Monthly wellness benefits to help you stay active, healthy, and balanced in whatever way works best for you
• Comprehensive family-building, fertility, and hormonal health benefits to support you through every stage of life
• High ownership, autonomy, and the opportunity to shape a rapidly growing company
• Fully stocked office with endless snacks, coffee, and tea, plus Zip swag and team outings

Standard Interview Process

• Initial Screen with Talent Partner
• Hiring Manager Screen
• Technical or Team Interview
• Executive Interview
• Offer