Technical Customer Success Manager

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 own the technical success of enterprise customers post-sale, ensuring secure implementation, proactive risk management, and measurable value realization, directly influencing how large enterprises secure and govern AI agents.

This is a remote role based in the United States, supporting customers across the Pacific Time Zone. The role requires working hours aligned with PST and includes approximately 20–30% travel for customer on-site engagements and key 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 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.

• 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.

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.
• Hiring Manager Interview (45–60 minutes) – A deeper 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.
• People Team Interview (45 minutes) – A conversation focused on collaboration, work style, and alignment.
• VP Interview – VP of Field Engineering (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.