Customer Success Lead: Onboarding & Adoption Architect

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

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.