Customer Success Lead
for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title. Must not include Job ID etc. Must preserve all substantive info. Remove boilerplate, navigation, legal, EEO, duplicated lines, application instructions. Also remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. The posting includes sections: About Zip Security (company description) – maybe we can include as part of About the role? The instruction: use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to map content accordingly.
We have "About The Role" description: we can put under About the role
with paragraphs.
Then "What You Will Build At Zip Security" – that's responsibilities. Could be under Responsibilities
with list items.
Then "What We’re Looking For" – qualifications/requirements. Could split into Requirements and Qualifications? The instruction says we can have both sections but only if real content. We have list of qualifications. Could put under Requirements
or Qualifications
. Probably combine into one section "Requirements" or "Qualifications". Since they ask to prefer few substantive sections over many thin ones. So we can have one section for qualifications.
Then "Who You’ll Work With" maybe part of responsibilities or about team; could be omitted if not a separate heading? Could be included under Responsibilities as a paragraph.
Then "What we offer" – benefits. So Benefits
with list.
Pay and Schedule: not mentioned specifically; there is "Competitive compensation, equity" but not specific numbers. The instruction: never create Pay/Schedule/Benefits sections unless posting actually states them. It does mention compensation but not specific pay range. It says "Competitive compensation, equity, and comprehensive health benefits". That's vague but still mentions compensation. However they said never emit a heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD"). "Competitive compensation" is vague but not exactly placeholder? It's still not a specific number. Might be considered placeholder. Safer to omit Pay and Schedule sections because no specific numbers. Benefits we have specifics: health benefits, 401(k), flexible hybrid, wellness benefits, family-building benefits, ownership, autonomy, stocked office, snacks, etc. Those are specific enough.
Thus sections: About the role, Responsibilities, Requirements (or Qualifications), Benefits.
We must not repeat job title. No markdown.
We need to preserve all substantive information: need to include details from About Zip Security? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." The About Zip Security paragraph is substantive about company. Should we include it? It could be part of About the role or maybe a separate section like "About the company". But headings list only includes About the role, Responsibilities, etc. Not About company. However we could include it under About the role as introductory paragraph. The About the role heading should contain description of role, but we could also include company overview as part of that section. The instruction: "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It doesn't forbid other headings, but says use those for section headings. It might be okay to include other headings but they'd be non-standard. Safer to stick to those headings and embed company info in About the role section.
Thus About the role section will contain both company overview and role description.
Now we need to format lists with - . For prose use
.
We need to avoid duplicating lines. Ensure we capture all bullet points.
Let's extract content.
Company description (About Zip Security):
- "Cybersecurity for growing businesses is broken — even enterprises spend heavily across hundreds of disconnected tools for marginal real-world benefit. For startups and mid-sized firms, this gap often means forgoing security entirely, or cobbling together a solution that leaves them vulnerable in other ways. At Zip Security, we build solutions that make enterprise cybersecurity effective and doable for growing businesses of all kinds, whether or not they have a security team in house. Our product is a complete security program that automates device management, endpoint security, identity and access management, compliance, and managed IT and security operations to keep teams of all kinds protected. We help our customers pick their right security frameworks, correctly deploy the tools, policies, and controls they need, and keep everything enforced over time, so their business is protected and compliant, 24/7. Zip is at the cutting edge of what’s possible in cybersecurity, and dedicated to delivering value for our customers. It’s a big part of why we’re backed by Ballistic Ventures. Major platforms are opening APIs that enable automated management at scale, new government initiatives are surfacing global threat data, and we're positioned to be the first to properly integrate all of it. We're looking for driven, talented people to help us get there. If this resonates with you, we invite you to consider building alongside our team."
That's a lot. We'll keep it.
About The Role description:
- "We’re looking for our first dedicated Customer Success Lead to own the customer experience from Closed Won through successful deployment and ongoing adoption. This is a hands-on, high-ownership role. You’ll work directly with customers to get them live on Zip, make sure they’re continuously getting value from the platform, and proactively step in when adoption stalls. At the same time, you’ll build the playbooks, metrics, processes, and programs that become the foundation of Customer Success at Zip. You’ll work closely across Sales, Account Management, Provisioning, Product, and Engineering. As our customer base grows, you’ll have the opportunity to help shape and eventually build the broader Customer Success function."
That's the role overview.
What You Will Build At Zip Security (list):
- Own customer onboarding and deployment from Closed Won to successful adoption.
- Drive customers through required setup, coordinate closely with our Provisioning team, guide integrations such as SSO and device management, and ensure customers consistently reach 80%+ device enrollment.
- Drive ongoing adoption and customer value. Monitor customer health, proactively identify accounts that are stalled or underutilizing Zip, help customers adopt new products and features, and provide technical enablement when additional guidance is needed.
- Build a repeatable customer lifecycle. Define clear milestones, owners, handoffs, and success metrics across onboarding, deployment, adoption, and ongoing engagement so no customer gets stuck because ownership is unclear.
- Create the operating system for Customer Success. Establish metrics around deployment, adoption, customer health, retention, and expansion, and build the playbooks and processes needed to manage a growing customer base.
- Turn recurring customer needs into scalable solutions. Build customer-facing documentation, education, communications, and enablement programs while identifying when recurring problems should be solved through better process, automation, service, or product.
- Be the voice of the customer internally. Partner closely with Product and Engineering to deliver structured, high-quality feedback and help the team understand where customers are succeeding, struggling, or finding opportunities for additional value.
- Help build the future Customer Success team. As Zip grows, help define the structure of the function and hire, onboard, and develop future Customer Success team members.
- We believe great teams are built by curious people who care deeply about learning, collaboration, and ownership. At Zip Security, you’ll have the autonomy to contribute ideas, shape decisions, and help build both our product and our culture.
- If you’re excited about the role, we encourage you to apply — even if your experience doesn’t perfectly align with every qualification.
That last bullet is more of a call to action; maybe we can keep it as part of About the role? But it's under What You Will Build. We'll keep it.
What We’re Looking For (list):
- 5+ years of experience in Customer Success, implementation, customer experience, or another highly customer-facing role at a B2B technology company.
- Experience owning complex customer implementations where success requires driving customer action, coordinating multiple stakeholders, and keeping projects moving — not simply configuring a product.
- Strong technical aptitude and the ability to quickly become credible with customers on topics such as device management, identity, endpoint security, email security, SSO, and integrations.
- Exceptional project-management skills with the ability to manage multiple customer deployments simultaneously, identify blockers early, and proactively drive customers toward action.
- A track record of building strong customer relationships while being comfortable pushing customers when necessary to keep implementations and adoption on track.
- Experience building playbooks, processes, and programs from scratch rather than only operating within an established Customer Success organization.
- Strong judgment around whether a recurring customer problem should be solved through service, process, documentation, automation, or improvements to the product.
- Comfort working directly with Product and Engineering on technical customer problems and translating customer feedback into clear, actionable insights.
Who You’ll Work With (maybe not needed as separate heading). Could be included under Responsibilities as a paragraph.
What we offer (Benefits):
- Competitive compensation, equity, and comprehensive health benefits starting on day one
- 401(k) plan to help you invest in your future
- Flexible hybrid work environment (2-3 days in office! You decide what is best for you!)
- Monthly wellness benefits to help you stay active, healthy, and balanced in whatever way works best for you
- Comprehensive family-building, fertility, and hormonal health benefits to support you through every stage of life
- High ownership, autonomy, and the opportunity to shape a rapidly growing company
- Fully stocked office with endless snacks, coffee, and tea, plus Zip swag and team outings
Standard Interview Process etc. That's application instructions; we should remove.
Now we need to output HTML fragment.
Structure:
About the role
... company overview + role overview ...
Responsibilities
- ... each bullet from What You Will Build ...
Requirements
- ... each bullet from What We’re Looking For ...
Benefits
- ... each bullet from What we offer ...
We should not include Pay or Schedule.
Check for any duplicated lines: ensure we didn't repeat.
We need to preserve all substantive information: Did we miss any? The "Who You’ll Work With" paragraph: "Our provisioning function will own standing up and configuring underlying services such as Jamf, Intune, Entra, and CrowdStrike and connecting those services to Zip so that customers can hit the ground running. Our existing T1 support rotation handles most incoming tickets, bugs, etc. from customers, so you won’t be the first call for support (though if customers need a meeting, we will tap you in). Our account management function will handle pricing, contracts, and renewals. You’ll own setting them up for success. Our product & engineering function will handle prioritizing & implementing the feedback you give to drive our product roadmap."
We should include that somewhere, maybe under Responsibilities as a paragraph after the list, or as part of About the role. Since it's substantive, we need to preserve it. Let's add a paragraph under Responsibilities after the list, or maybe under About the role. I'll add a after the
for Responsibilities.
Also the sentence "We believe great teams are built by curious people who care deeply about learning, collaboration, and ownership. At Zip Security, you’ll have the autonomy to contribute ideas, shape decisions, and help build both our product and our culture." is already in the What You Will Build list as a bullet; we included it.
Also "If you’re excited about the
About the role
with paragraphs. Then "What You Will Build At Zip Security" – that's responsibilities. Could be underResponsibilities
with list items. Then "What We’re Looking For" – qualifications/requirements. Could split into Requirements and Qualifications? The instruction says we can have both sections but only if real content. We have list of qualifications. Could put underRequirements
orQualifications
. Probably combine into one section "Requirements" or "Qualifications". Since they ask to prefer few substantive sections over many thin ones. So we can have one section for qualifications. Then "Who You’ll Work With" maybe part of responsibilities or about team; could be omitted if not a separate heading? Could be included under Responsibilities as a paragraph. Then "What we offer" – benefits. SoBenefits
with list. Pay and Schedule: not mentioned specifically; there is "Competitive compensation, equity" but not specific numbers. The instruction: never create Pay/Schedule/Benefits sections unless posting actually states them. It does mention compensation but not specific pay range. It says "Competitive compensation, equity, and comprehensive health benefits". That's vague but still mentions compensation. However they said never emit a heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD"). "Competitive compensation" is vague but not exactly placeholder? It's still not a specific number. Might be considered placeholder. Safer to omit Pay and Schedule sections because no specific numbers. Benefits we have specifics: health benefits, 401(k), flexible hybrid, wellness benefits, family-building benefits, ownership, autonomy, stocked office, snacks, etc. Those are specific enough. Thus sections: About the role, Responsibilities, Requirements (or Qualifications), Benefits. We must not repeat job title. No markdown. We need to preserve all substantive information: need to include details from About Zip Security? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." The About Zip Security paragraph is substantive about company. Should we include it? It could be part of About the role or maybe a separate section like "About the company". But headings list only includes About the role, Responsibilities, etc. Not About company. However we could include it under About the role as introductory paragraph. The About the role heading should contain description of role, but we could also include company overview as part of that section. The instruction: "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It doesn't forbid other headings, but says use those for section headings. It might be okay to include other headings but they'd be non-standard. Safer to stick to those headings and embed company info in About the role section.
Thus About the role section will contain both company overview and role description.
Now we need to format lists with - . For prose use
.
We need to avoid duplicating lines. Ensure we capture all bullet points.
Let's extract content.
Company description (About Zip Security):
- "Cybersecurity for growing businesses is broken — even enterprises spend heavily across hundreds of disconnected tools for marginal real-world benefit. For startups and mid-sized firms, this gap often means forgoing security entirely, or cobbling together a solution that leaves them vulnerable in other ways. At Zip Security, we build solutions that make enterprise cybersecurity effective and doable for growing businesses of all kinds, whether or not they have a security team in house. Our product is a complete security program that automates device management, endpoint security, identity and access management, compliance, and managed IT and security operations to keep teams of all kinds protected. We help our customers pick their right security frameworks, correctly deploy the tools, policies, and controls they need, and keep everything enforced over time, so their business is protected and compliant, 24/7. Zip is at the cutting edge of what’s possible in cybersecurity, and dedicated to delivering value for our customers. It’s a big part of why we’re backed by Ballistic Ventures. Major platforms are opening APIs that enable automated management at scale, new government initiatives are surfacing global threat data, and we're positioned to be the first to properly integrate all of it. We're looking for driven, talented people to help us get there. If this resonates with you, we invite you to consider building alongside our team."
That's a lot. We'll keep it.
About The Role description:
- "We’re looking for our first dedicated Customer Success Lead to own the customer experience from Closed Won through successful deployment and ongoing adoption. This is a hands-on, high-ownership role. You’ll work directly with customers to get them live on Zip, make sure they’re continuously getting value from the platform, and proactively step in when adoption stalls. At the same time, you’ll build the playbooks, metrics, processes, and programs that become the foundation of Customer Success at Zip. You’ll work closely across Sales, Account Management, Provisioning, Product, and Engineering. As our customer base grows, you’ll have the opportunity to help shape and eventually build the broader Customer Success function."
That's the role overview.
What You Will Build At Zip Security (list):
- Own customer onboarding and deployment from Closed Won to successful adoption.
- Drive customers through required setup, coordinate closely with our Provisioning team, guide integrations such as SSO and device management, and ensure customers consistently reach 80%+ device enrollment.
- Drive ongoing adoption and customer value. Monitor customer health, proactively identify accounts that are stalled or underutilizing Zip, help customers adopt new products and features, and provide technical enablement when additional guidance is needed.
- Build a repeatable customer lifecycle. Define clear milestones, owners, handoffs, and success metrics across onboarding, deployment, adoption, and ongoing engagement so no customer gets stuck because ownership is unclear.
- Create the operating system for Customer Success. Establish metrics around deployment, adoption, customer health, retention, and expansion, and build the playbooks and processes needed to manage a growing customer base.
- Turn recurring customer needs into scalable solutions. Build customer-facing documentation, education, communications, and enablement programs while identifying when recurring problems should be solved through better process, automation, service, or product.
- Be the voice of the customer internally. Partner closely with Product and Engineering to deliver structured, high-quality feedback and help the team understand where customers are succeeding, struggling, or finding opportunities for additional value.
- Help build the future Customer Success team. As Zip grows, help define the structure of the function and hire, onboard, and develop future Customer Success team members.
- We believe great teams are built by curious people who care deeply about learning, collaboration, and ownership. At Zip Security, you’ll have the autonomy to contribute ideas, shape decisions, and help build both our product and our culture.
- If you’re excited about the role, we encourage you to apply — even if your experience doesn’t perfectly align with every qualification.
That last bullet is more of a call to action; maybe we can keep it as part of About the role? But it's under What You Will Build. We'll keep it.
What We’re Looking For (list):
- 5+ years of experience in Customer Success, implementation, customer experience, or another highly customer-facing role at a B2B technology company.
- Experience owning complex customer implementations where success requires driving customer action, coordinating multiple stakeholders, and keeping projects moving — not simply configuring a product.
- Strong technical aptitude and the ability to quickly become credible with customers on topics such as device management, identity, endpoint security, email security, SSO, and integrations.
- Exceptional project-management skills with the ability to manage multiple customer deployments simultaneously, identify blockers early, and proactively drive customers toward action.
- A track record of building strong customer relationships while being comfortable pushing customers when necessary to keep implementations and adoption on track.
- Experience building playbooks, processes, and programs from scratch rather than only operating within an established Customer Success organization.
- Strong judgment around whether a recurring customer problem should be solved through service, process, documentation, automation, or improvements to the product.
- Comfort working directly with Product and Engineering on technical customer problems and translating customer feedback into clear, actionable insights.
Who You’ll Work With (maybe not needed as separate heading). Could be included under Responsibilities as a paragraph.
What we offer (Benefits):
- Competitive compensation, equity, and comprehensive health benefits starting on day one
- 401(k) plan to help you invest in your future
- Flexible hybrid work environment (2-3 days in office! You decide what is best for you!)
- Monthly wellness benefits to help you stay active, healthy, and balanced in whatever way works best for you
- Comprehensive family-building, fertility, and hormonal health benefits to support you through every stage of life
- High ownership, autonomy, and the opportunity to shape a rapidly growing company
- Fully stocked office with endless snacks, coffee, and tea, plus Zip swag and team outings
Standard Interview Process etc. That's application instructions; we should remove.
Now we need to output HTML fragment.
Structure:
About the role
... company overview + role overview ...
Responsibilities
- ... each bullet from What You Will Build ...
Requirements
- ... each bullet from What We’re Looking For ...
Benefits
- ... each bullet from What we offer ...
We should not include Pay or Schedule.
Check for any duplicated lines: ensure we didn't repeat.
We need to preserve all substantive information: Did we miss any? The "Who You’ll Work With" paragraph: "Our provisioning function will own standing up and configuring underlying services such as Jamf, Intune, Entra, and CrowdStrike and connecting those services to Zip so that customers can hit the ground running. Our existing T1 support rotation handles most incoming tickets, bugs, etc. from customers, so you won’t be the first call for support (though if customers need a meeting, we will tap you in). Our account management function will handle pricing, contracts, and renewals. You’ll own setting them up for success. Our product & engineering function will handle prioritizing & implementing the feedback you give to drive our product roadmap."
We should include that somewhere, maybe under Responsibilities as a paragraph after the list, or as part of About the role. Since it's substantive, we need to preserve it. Let's add a paragraph under Responsibilities after the list, or maybe under About the role. I'll add a after the
for Responsibilities.
Also the sentence "We believe great teams are built by curious people who care deeply about learning, collaboration, and ownership. At Zip Security, you’ll have the autonomy to contribute ideas, shape decisions, and help build both our product and our culture." is already in the What You Will Build list as a bullet; we included it.
Also "If you’re excited about the
. We need to avoid duplicating lines. Ensure we capture all bullet points. Let's extract content. Company description (About Zip Security): - "Cybersecurity for growing businesses is broken — even enterprises spend heavily across hundreds of disconnected tools for marginal real-world benefit. For startups and mid-sized firms, this gap often means forgoing security entirely, or cobbling together a solution that leaves them vulnerable in other ways. At Zip Security, we build solutions that make enterprise cybersecurity effective and doable for growing businesses of all kinds, whether or not they have a security team in house. Our product is a complete security program that automates device management, endpoint security, identity and access management, compliance, and managed IT and security operations to keep teams of all kinds protected. We help our customers pick their right security frameworks, correctly deploy the tools, policies, and controls they need, and keep everything enforced over time, so their business is protected and compliant, 24/7. Zip is at the cutting edge of what’s possible in cybersecurity, and dedicated to delivering value for our customers. It’s a big part of why we’re backed by Ballistic Ventures. Major platforms are opening APIs that enable automated management at scale, new government initiatives are surfacing global threat data, and we're positioned to be the first to properly integrate all of it. We're looking for driven, talented people to help us get there. If this resonates with you, we invite you to consider building alongside our team." That's a lot. We'll keep it. About The Role description: - "We’re looking for our first dedicated Customer Success Lead to own the customer experience from Closed Won through successful deployment and ongoing adoption. This is a hands-on, high-ownership role. You’ll work directly with customers to get them live on Zip, make sure they’re continuously getting value from the platform, and proactively step in when adoption stalls. At the same time, you’ll build the playbooks, metrics, processes, and programs that become the foundation of Customer Success at Zip. You’ll work closely across Sales, Account Management, Provisioning, Product, and Engineering. As our customer base grows, you’ll have the opportunity to help shape and eventually build the broader Customer Success function." That's the role overview. What You Will Build At Zip Security (list): - Own customer onboarding and deployment from Closed Won to successful adoption. - Drive customers through required setup, coordinate closely with our Provisioning team, guide integrations such as SSO and device management, and ensure customers consistently reach 80%+ device enrollment. - Drive ongoing adoption and customer value. Monitor customer health, proactively identify accounts that are stalled or underutilizing Zip, help customers adopt new products and features, and provide technical enablement when additional guidance is needed. - Build a repeatable customer lifecycle. Define clear milestones, owners, handoffs, and success metrics across onboarding, deployment, adoption, and ongoing engagement so no customer gets stuck because ownership is unclear. - Create the operating system for Customer Success. Establish metrics around deployment, adoption, customer health, retention, and expansion, and build the playbooks and processes needed to manage a growing customer base. - Turn recurring customer needs into scalable solutions. Build customer-facing documentation, education, communications, and enablement programs while identifying when recurring problems should be solved through better process, automation, service, or product. - Be the voice of the customer internally. Partner closely with Product and Engineering to deliver structured, high-quality feedback and help the team understand where customers are succeeding, struggling, or finding opportunities for additional value. - Help build the future Customer Success team. As Zip grows, help define the structure of the function and hire, onboard, and develop future Customer Success team members. - We believe great teams are built by curious people who care deeply about learning, collaboration, and ownership. At Zip Security, you’ll have the autonomy to contribute ideas, shape decisions, and help build both our product and our culture. - If you’re excited about the role, we encourage you to apply — even if your experience doesn’t perfectly align with every qualification. That last bullet is more of a call to action; maybe we can keep it as part of About the role? But it's under What You Will Build. We'll keep it. What We’re Looking For (list): - 5+ years of experience in Customer Success, implementation, customer experience, or another highly customer-facing role at a B2B technology company. - Experience owning complex customer implementations where success requires driving customer action, coordinating multiple stakeholders, and keeping projects moving — not simply configuring a product. - Strong technical aptitude and the ability to quickly become credible with customers on topics such as device management, identity, endpoint security, email security, SSO, and integrations. - Exceptional project-management skills with the ability to manage multiple customer deployments simultaneously, identify blockers early, and proactively drive customers toward action. - A track record of building strong customer relationships while being comfortable pushing customers when necessary to keep implementations and adoption on track. - Experience building playbooks, processes, and programs from scratch rather than only operating within an established Customer Success organization. - Strong judgment around whether a recurring customer problem should be solved through service, process, documentation, automation, or improvements to the product. - Comfort working directly with Product and Engineering on technical customer problems and translating customer feedback into clear, actionable insights. Who You’ll Work With (maybe not needed as separate heading). Could be included under Responsibilities as a paragraph. What we offer (Benefits): - Competitive compensation, equity, and comprehensive health benefits starting on day one - 401(k) plan to help you invest in your future - Flexible hybrid work environment (2-3 days in office! You decide what is best for you!) - Monthly wellness benefits to help you stay active, healthy, and balanced in whatever way works best for you - Comprehensive family-building, fertility, and hormonal health benefits to support you through every stage of life - High ownership, autonomy, and the opportunity to shape a rapidly growing company - Fully stocked office with endless snacks, coffee, and tea, plus Zip swag and team outings Standard Interview Process etc. That's application instructions; we should remove. Now we need to output HTML fragment. Structure:
About the role
... company overview + role overview ...
Responsibilities
- ... each bullet from What You Will Build ...
Requirements
- ... each bullet from What We’re Looking For ...
Benefits
- ... each bullet from What we offer ...
after the
- for Responsibilities.
Also the sentence "We believe great teams are built by curious people who care deeply about learning, collaboration, and ownership. At Zip Security, you’ll have the autonomy to contribute ideas, shape decisions, and help build both our product and our culture." is already in the What You Will Build list as a bullet; we included it.
Also "If you’re excited about the