Technical Customer Success Manager
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Job Description
Technical Customer Success Manager ensuring secure implementation and risk management for enterprise customers. Collaborating with cross-functional teams to optimize technical outcomes and customer expansion.
Responsibilities:
- Own end-to-end technical onboarding and implementation for enterprise customers, including discovery, risk assessments, integrations, policy configuration, and structured success planning.
- Serve as a hands-on technical advisor to security teams and senior technical leaders, guiding best practices across AI governance, application security, and enterprise risk management.
- Lead Quarterly Business Reviews (QBRs) that articulate risk posture improvements, technical priorities, and roadmap alignment to both technical stakeholders and executive leadership.
- Own technical escalations end-to-end, partnering with Engineering and Support to drive resolution while maintaining accountability and executive visibility.
- Proactively identify technical risks, adoption gaps, and optimization opportunities, driving measurable security outcomes and long-term customer expansion.
- Collaborate cross-functionally with Sales, Product, Engineering, and Support to advocate for customer needs and influence product direction.
- Contribute to scaling Zenity’s customer success processes, playbooks, and technical best practices as the platform and organization evolve.
Requirements:
- 4+ years of experience in customer-facing technical roles within SaaS, cybersecurity, or enterprise software environments.
- Proven ability to develop structured success plans, manage complex onboarding programs, and lead executive-facing QBRs.
- Experience owning and driving technical escalations through resolution in partnership with Engineering or Support teams.
- Strong technical background in cybersecurity, with experience working directly with security teams and leading technical discussions around risk, configuration, and remediation.
- Comfort operating in evolving, fast-moving startup environments where processes and product capabilities continue to mature.
- Strong communication skills with the ability to translate complex technical concepts into executive-level business impact.
- Ownership mindset with accountability for customer health, risk reduction, and measurable outcomes.
- Ability to travel approximately 20–30% for customer on-site engagements and strategic meetings.
Benefits:
- Flexibility to work remotely
- Professional development opportunities
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