Customer Success Lead: Onboarding & Adoption Architect

Zip Security; New York (NY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive compensation

401(k) plan

Hybrid work environment

Wellness benefits

Family-building health benefits

Autonomy and ownership

Office snacks and Zip swag

Job summary

Zip Security is seeking a Customer Success Lead to own the customer experience from Closed Won through deployment and ongoing adoption. This hands-on, high-ownership role collaborates with Sales, Account Management, Provisioning, Product, and Engineering to ensure customers are live on Zip and deriving value.

You will build playbooks, metrics, and programs that form the foundation of Customer Success as the team grows, shaping strategy and extending Zip’s impact across customers.

Qualifications

• 5+ years of experience in Customer Success or similar role at a B2B technology company.
• Experience owning complex customer implementations with multiple stakeholders.
• Strong technical aptitude in device management, identity, endpoint security, email security, SSO, and integrations.
• Exceptional project-management skills to manage multiple deployments.
• Ability to build strong customer relationships and push when necessary to keep implementations and adoption on track.

Responsibilities

• Own onboarding and deployment from Closed Won to successful adoption; coordinate with provisioning and ensure 80%+ device enrollment.
• Drive ongoing adoption and customer value; monitor health and identify stalled or underutilizing accounts.
• Build a repeatable customer lifecycle with clear milestones, owners, and handoffs across onboarding, deployment, adoption, and engagement.
• Create the operating system for Customer Success with metrics around deployment, adoption, health, retention, and expansion.
• Turn recurring customer needs into scalable solutions with playbooks, docs, and enablement programs.

Skills

Customer success

Project management

Technical aptitude

Job description

Zip Security is seeking a Customer Success Lead to own the customer experience from Closed Won through deployment and ongoing adoption. This hands-on, high-ownership role collaborates with Sales, Account Management, Provisioning, Product, and Engineering to ensure customers are live on Zip and deriving value.

You will build playbooks, metrics, and programs that form the foundation of Customer Success as the team grows, shaping strategy and extending Zip’s impact across customers.