Customer Success Lead: Onboarding & Adoption Champion

Zip Security, Inc.; New York (NY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation

Equity

Health benefits

401(k)

Flexible hybrid work

Wellness benefits

Family-building benefits

Autonomy

Office snacks & team events

Job summary

Zip Security, Inc. is hiring its first dedicated Customer Success Lead to own the customer experience from Closed Won through deployment and ongoing adoption.

You will work directly with customers to ensure value from the platform, while building playbooks, metrics, and programs that form the foundation of Customer Success at Zip. A hybrid work environment and strong career growth are offered.

Qualifications

• 5+ years in Customer Success, implementation, or similar role at a B2B tech company
• Experience owning complex customer implementations with multiple stakeholders
• Strong technical aptitude on device management, IAM, endpoint security, SSO
• Exceptional project-management with multiple deployments
• Track record building customer relationships and driving adoption
• Experience building playbooks, processes, and programs from scratch
• Judgment on when to use service, process, docs, automation, or product improvements
• Ability to translate customer feedback into actionable insights with Product/Engineering

Responsibilities

• Own onboarding and deployment from Closed Won to successful adoption.
• Drive ongoing adoption, monitor health, identify stalled accounts, enable new features.
• Define milestones, owners, handoffs, and success metrics across lifecycle stages.
• Create operating systems for CS with metrics around deployment, health, retention, expansion.
• Turn recurring needs into scalable solutions with docs, education, and programs.
• Be the voice of the customer and feed Product/Engineering with insights.
• Help shape and grow the Customer Success team as Zip expands.

Skills

Customer success leadership

Project management

Cross-functional collaboration

Technical credibility

Customer lifecycle

Playbook development

Product/Engineering feedback

Stakeholder management

Tools

Jamf

Intune

Entra

CrowdStrike

Job description

Zip Security, Inc. is hiring its first dedicated Customer Success Lead to own the customer experience from Closed Won through deployment and ongoing adoption.

You will work directly with customers to ensure value from the platform, while building playbooks, metrics, and programs that form the foundation of Customer Success at Zip. A hybrid work environment and strong career growth are offered.