Customer Success Manager

About Zenzap

Zenzap is replacing the chaos of workplace communication with a secure, unified platform that gives businesses the governance, control, and workflow flexibility they need, in a tool simple enough for anyone to use.

For companies still relying on WhatsApp, iMessage, or outdated systems, Zenzap brings messaging, files, tasks, calendar, and more into a single modern solution that works across the entire organization.

We’re seeing strong momentum with mid-market and enterprise teams across hospitality, healthcare, franchising, logistics, and multi-location operations—industries where coordination, compliance, and speed are critical across large, complex teams.

This is a unique opportunity to join early and play a critical role in shaping how our customers successfully adopt Zenzap.

About the Role

We’re looking for a proactive, detail-oriented Customer Success Manager with a strong onboarding focus and a builder mentality.

This role is centered on guiding new customers through implementation and driving successful rollouts across their organizations. You will design and execute structured onboarding plans for mid-market and enterprise customers, owning the process from post-sale handoff through full adoption.

Beyond onboarding, you will continue to manage the customer relationship, driving engagement, retention, and expansion opportunities, while ensuring long-term success. You’ll work closely with Sales, Product, and Support to continuously improve onboarding processes and the overall customer experience.

What You’ll Do

• Own the full onboarding lifecycle for new customers, from sales handoff through implementation, rollout, and adoption

• Lead onboarding calls, training sessions, and rollout planning with key stakeholders across the organization

• Translate customer workflows and operational needs into effective Zenzap implementations

• Serve as the primary post-sale point of contact, building strong relationships while driving engagement and long-term success

• Monitor customer health and usage to proactively identify risks, optimize adoption, and ensure outcomes

• Identify and drive expansion opportunities, including additional teams, use cases, and upsells, with occasional on-site customer visits

What You Bring

• 3+ years of experience in Customer Success, Onboarding, Implementation, or Account Management in a B2B SaaS environment

• Strong project management and organizational skills, with the ability to manage multiple onboarding processes simultaneously

• Experience working with cross-functional stakeholders such as Operations, R&D, IT, HR, or leadership teams

• Ability to translate business needs into workflows and practical product configurations

• Excellent communication skills, including leading calls, training sessions, and strategic discussions

• A builder mindset, comfortable operating in a fast-moving startup environment, and helping shape processes from the ground up

• Must be physically based in the United States

• Must be legally authorized to work in the United States without the need for employer sponsorship

• Must be available to work during standard U.S. business hours

Strong Advantage If You Have

• Experience owning onboarding or implementation in a SaaS company

• Background working with operational tools, communication platforms, or workflow systems

• Experience supporting multi-team or multi-location customer rollouts

• Familiarity with integrations, SSO, and AI-related tools

• Previous experience at an early-stage startup

• Track record of identifying and driving expansion or upsell opportunities

Compensation and Benefits

Compensation for this role is expected to be in the range of $85,000 – $120,000 USD annually, depending on experience, qualifications, and location.

We offer a competitive package that may include base salary, equity, performance-based incentives, and benefits such as paid time off and healthcare, where applicable.

Employment with Zenzap is at-will, in accordance with applicable law.

Equal Opportunity

Zenzap is an equal opportunity employer. We are committed to building a diverse and inclusive team and do not discriminate based on race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.