Senior 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 technical lead for complex customers, owning regular engagement, technical orchestration, and cross-organizational coordination, directly influencing how customers build their AI security program.

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 $180M+ in total funding, including a $125M Series C led by Norwest, with participation from SoftBank Vision Fund 2 and Microsoft's M12, Zenity is trusted by Fortune 500 and Global 2000 enterprises worldwide.

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 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

What You've Done

• 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.

Strongly preferred

• Exposure to AI, enterprise security, or other emerging technologies.

About Zenity

What We Look For At Zenity

• 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.

Interview Process

Our interview process is designed to be transparent, conversational, and focused on real-world experience.

• Recruiter Screen (30 minutes) – Learn more about Zenity, the role, and how we work.
• VP of Customer Success Interview (45–60 minutes) – A deeper discussion about your technical background, customer management approach, and escalation ownership.
• Support Leadership Interview – Discussion focused on technical depth, security expertise, and cross-functional within support and engineering.
• Solutions Engineering Interview – Discussion focused on ownership of customer outcomes post sale, cross-functional sales and CS alignment, ai experience.
• People Team Interview (45 minutes) – A conversation focused on collaboration, work style, and alignment.

Compensation

The expected OTE range for this role is $210,000–$230,000, depending on experience, skills, and location. In addition to base compensation, this role may be eligible for equity and performance-based incentives.

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.