Technical Customer Success Manager

Description About the Role & Hiring Manager  I joined Zenity because it’s tackling a new and complex security challenge that enterprises are just beginning to face, securing AI agents everywhere, fast and at scale. It was also an opportunity to help shape how customer success operates in a category defining company while working alongside a highly capable and ambitious team. As a leader, I value ownership, direct feedback, and high standards. Our team operates with urgency and accountability, and I expect real ownership of customer outcomes, proactive communication, and a strong focus on delivering measurable impact for our customers. This role plays a critical part in our next phase of growth. You’ll serve as the strategic technical lead for our most complex enterprise customers, owning executive engagement, technical orchestration, and cross-organizational coordination, directly influencing how large enterprises secure and govern AI agents. This is a US based remote role supporting customers on the West Coast. The role requires flexibility to accommodate meetings across multiple U.S. time zones when needed and includes approximately 20–30% travel for customer on-site engagements and strategic meetings. About Zenity Zenity is the leader in AI Agent Security and the first company to bring an agent-centric security platform to market. As enterprises accelerate AI agent adoption, we are establishing the security framework for how AI agents are secured and governed at enterprise scale. We deliver full-lifecycle visibility, governance, detection, prevention, and response for AI agents from build time to runtime, across SaaS, home-grown platforms, and end-user devices. Backed by $55M+ in funding, including a $38M Series B with strategic investment from Microsoft’s M12, Zenity is trusted by Fortune 500 enterprises globally. Join us in shaping how AI agents are secured at enterprise scale. What You’ll Do Own the full technical and strategic success of Zenity’s most complex enterprise accounts, serving as the primary technical and executive-facing partner post-sale. Lead complex, multi-party enterprise engagements across deployment, integrations, budgeting cycles, governance approvals, and long-term platform expansion. Coordinate joint account motions involving customer stakeholders, Zenity internal teams, and large technology platform teams, ensuring alignment on strategy, integrations, and long-term value realization. Run executive-level strategic reviews that clearly articulate risk posture improvements, roadmap alignment, integration progress, and expansion opportunities. Serve as the single strategic point of coordination across Product, Engineering, Sales, and Field Engineering to streamline complex enterprise motions and reduce internal friction. Own high-impact technical escalations end-to-end, maintaining executive visibility while driving resolution across internal teams. Translate sophisticated enterprise requirements into structured success plans, identifying technical risks, integration dependencies, and phased deployment strategies. Partner closely with Product and Engineering to surface strategic customer insights that influence roadmap direction and support the continued evolution of Zenity’s platform. Contribute to scaling Zenity’s enterprise success model and best practices for managing strategic accounts. What You’ll Do 1. Onboarding & Implementation Lead end-to-end onboarding processes, including discovery sessions, product training, risk analysis and assessment, solution design, platform configuration, technical integrations, and initial security posture setup. Guide the customer through creating and establishing internal security programs for LCNC (low-code/no-code) and AI standards. Translate customer business goals and security requirements into a tailored implementation plan to drive success. 2. Technical Advisory & Security Guidance Serve as the trusted technical advisor on security best practices for LCNC and AI agentic security, governance, and enterprise application security. Provide hands-on guidance in configuring policies, platform risk areas, automations, and governance frameworks. Investigate and troubleshoot security violations, providing clear remediation guidance and context. 3. Customer Relationship & Value Realization Maintain high-touch relationships with stakeholders to align Zenity’s value with business outcomes. Proactively monitor platform usage, risk reduction metrics, and security improvements to demonstrate ROI. Identify opportunities for optimization, expansion, and innovation in customer environments. 4. Strategic Account Management Lead Quarterly Business Reviews (QBRs) to present progress, risk posture improvements, and roadmap alignment. Anticipate customer needs by staying current on evolving security threats, industry trends, and compliance requirements. Partner with Sales, Product, and Engineering to advocate for customer needs in the product roadmap. Requirements Technical Expertise Required: Strong background in cybersecurity, application security, and governance frameworks. Preferred: Knowledge of low-code/no-code platforms, AI governance, and data protection. Familiarity with industry standards and frameworks such as OWASP, MITRE, and others. Strong data analysis capabilities. Customer Engagement Required: 4+ years of proven experience in customer-facing technical roles. Demonstrated ability to build strong relationships with stakeholders at all levels, from engineers to C-level executives. Exceptional communication skills, with the ability to translate complex technical concepts into clear business value. Experienced in leading customer journeys and delivering executive presentations, QBRs, and workshops. Working Style Proactive and Self-Driven: Anticipates customer needs, identifies opportunities, and takes initiative without waiting for direction. Collaborative Team Player: Works effectively across functions, building trust and alignment with both internal teams and customers. Ownership Mentality: Creates solutions, drives outcomes, and takes full responsibility for delivering results. Startup mindset: Thrives in a fast-paced, dynamic environment with shifting priorities and evolving challenges. Problem-Solving Oriented: Analyzes complex challenges, identifies root causes, and develops practical, innovative solutions that drive measurable impact. Ability to travel approximately 20–30% for customer on-site engagements, strategic meetings, and company events. Interview Process Our interview process is designed to be transparent, conversational, and focused on real-world experience. Recruiter Screen (30-45 minutes minutes) – Learn more about Zenity, the role, and how we work. Hiring Manager Interview (30 minutes) – An intro discussion about your technical background, customer management approach, and escalation ownership. Exercise (QBR Presentation) – Prepare and present a strategic QBR-style review outlining customer status, technical priorities, risk areas, and next steps. Sales Engineering Leadership Interview (30 minutes) – A conversation focused on collaboration, work style, and alignment. Leadership Interview – CRO or CEO (30–45 minutes) – Discussion focused on technical depth, security expertise, and cross-functional execution. Zenity is proud to be an equal opportunity employer. We enable enterprises to adopt AI agents securely and at scale, and that starts with building a team that reflects a wide range of perspectives and experiences. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic. We’re committed to creating an inclusive environment where talented people can do their best work, securely, confidently, and with impact.