Strategic Technical Customer Success

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 across both the East and 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.

Requirements

• 6+ years of experience in customer-facing technical roles within SaaS, cybersecurity, or enterprise software environments, including ownership of complex enterprise accounts.
• Proven experience leading executive-level engagements and strategic reviews within large organizations.
• Demonstrated ability to manage multi-motion enterprise environments involving governance processes, integrations, cross-functional stakeholders, and external platform teams.
• Experience owning and driving complex technical escalations through resolution in partnership with Engineering and Support.
• Ability to translate enterprise customer requirements into actionable product insights and collaborate cross-functionally to influence platform evolution.
• Strong hands-on background in cybersecurity, with experience engaging deeply in technical architecture, integrations, and enterprise risk discussions.
• Comfort operating in evolving, fast-moving startup environments where structure continues to mature.
• Strong executive presence, analytical thinking, and ownership mindset with accountability for customer outcomes.
• Exposure to AI, enterprise security, or emerging technologies is strongly preferred.
• 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 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.