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, e