Senior Customer Success Manager

Zenity is a company focused on securing and governing AI agents for enterprises at scale. The Senior Customer Success Manager will serve as the technical and customer-facing lead for complex accounts, managing strategic engagements, technical orchestration, escalations, and cross-functional coordination to drive customer outcomes and platform expansion.

Responsibilities:

• Own the full technical and strategic success of Zenity’s accounts, serving as the primary technical and customer-facing resource 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 strategic reviews that clearly articulate security program improvements, roadmap alignment, integration progress, and expansion opportunities
• Serve as the voice of the customer to Product, Engineering, Sales, and Field Engineering to streamline complex motions and reduce internal friction
• Own high-impact technical escalations end-to-end, maintaining executive visibility while driving resolution across internal teams
• Translate sophisticated requirements into structured success plans, identifying technical risks, integration dependencies, and phased deployment strategies
• Partner closely with Product and Engineering to surface customer insights that influence roadmap direction and support the continued evolution of Zenity’s platform
• Contribute to scaling Zenity’s success model and best practices for managing strategic accounts
• Act as a mentor on the Customer Success team - sharing your learnings from customers and past Customer Success engagements to improve our customer experience

Requirements:

• You have 6+ years in customer-facing technical roles in SaaS, cybersecurity, or enterprise software, including ownership of complex account engagements
• You've led customer engagements and strategic reviews inside large organizations, and can explain what changed in the customer's program as a result
• You've run enterprise accounts with many motions at once (governance processes, integrations, cross-functional stakeholders, external platform teams) and can describe how you kept them moving together
• You've owned a hard technical escalation through resolution with Engineering and Support, and can walk through what you did and what you'd do differently
• You've turned customer requirements into product insight that Product or Engineering acted on
• You have a hands-on cybersecurity background and have gone deep with customers on technical architecture, integrations, and enterprise risk
• Ownership mindset, with accountability for customer outcomes rather than activity
• Executive presence and analytical thinking, whether you're in a technical working session or a leadership review
• Comfort in a fast-moving startup where structure is still maturing, and the energy to help build it
• Exposure to AI, enterprise security, or other emerging technologies