Senior Customer Success Manager

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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-

职位描述 关于该职位 招聘经理 我加入Zenity，是因为它正在应对一个企业刚刚开始面临的新的复杂安全挑战——快速、大规模地保障各处的AI代理安全。这也是一个机会，可以帮助塑造客户成功在一个品类定义型公司中如何运作，同时与一支能力出众且雄心勃勃的团队共事。作为领导者，我重视主人翁精神、直接反馈和高标准。我们的团队以紧迫感和责任感运作，我期望对客户成果的真正主人翁意识、主动沟通，以及对我们为客户交付可衡量影响的强烈专注。这一职位在我们下一阶段的增长中发挥着关键作用。你将担任复杂客户的技术负责人，负责定期互动、技术编排和跨组织协调，直接影响客户如何构建其AI安全计划。关于Zenity Zenity是AI代理安全领域的领导者，也是第一家将代理中心安全平台推向市场的公司。随着企业加速采用AI代理，我们正在建立企业规模下AI代理安全与治理的安全框架。我们提供从构建时到运行时的AI代理全生命周期可见性、治理、检测、预防和响应，覆盖SaaS、自建平台和终端用户设备。Zenity总融资超过1.8亿美元，其中包括由Norwest领投、SoftBank Vision Fund 2和Microsoft的M12参与的1.25亿美元C轮融资，受到全球财富500强和全球2000强企业的信赖。加入我们，共同塑造企业规模下AI代理的安全方式。你将做什么 负责Zenity账户的全面技术和战略成功，作为售后主要的技术和面向客户的资源。领导复杂的多方企业合作，涵盖部署、集成、预算周期、治理审批和长期平台扩展。协调涉及客户利益相关者、Zenity内部团队和大型技术平台团队的联合账户行动，确保在战略、集成和长期价值实现上保持一致。开展战略审查，清晰阐述安全计划的改进、路线图一致性、集成进展和扩展机会。作为客户的声音向产品、工程、销售和现场工程团队发声，以简化复杂行动并减少内部摩擦。端到端负责高影响技术升级，保持高管可见性，同时推动内部团队解决问题。将复杂需求转化为结构化的成功计划，识别技术风险、集成依赖关系和分阶段部署策略。与产品和工程团队紧密合作，提炼客户洞察以影响路线图方向，并支持Zenity平台的持续演进。为扩展Zenity的成功模式和管理战略账户的最佳实践做出贡献。在客户成功团队中担任导师——分享你从客户和过往客户成功工作中获得的经验，以改善我们的客户体验。要求 你做过什么 你在SaaS、网络安全或企业软件领域拥有6年以上面向客户的技术职位经验，包括负责复杂账户合作。你曾在大型组织中领导客户合作和战略审查，并能说明客户计划因此发生了哪些变化。你曾同时运行企业账户中的多项行动（治理流程、集成、跨职能利益相关者、外部平台团队），并能描述你如何让它们协同推进。你曾与工程和支持团队一起负责一项棘手的技术升级直至解决，并能讲述你做了什么以及你会如何做得不同。你曾将客户需求转化为产品洞察，并促使产品basket或工程团队采取行动。你具备动手

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