Customer Success Manager

Why Zania

Every enterprise spends millions of dollars on Governance, Risk, and Compliance (GRC). It's one of the most critical, yet universally painful, parts of running a business. For decades, this industry has been dominated by legacy systems with notoriously low NPS scores, making it totally ripe for disruption.

Zania is building agentic AI for Governance, Risk, and Compliance (GRC) to solve this massive problem. We are on a rocketship trajectory, creating intelligent agents that automate and augment the most complex risk and compliance workflows. We have found exceptional product-market fit and are scaling our team very quickly. Some reasons to join Zania are:

• Dream Customers: Our customers are the most notable enterprises in the world, including FAANG, Big 4 firms and a portfolio of top customers.

• Tier 1 Backing: Funded by a leading Tier 1 venture capital fund, giving us the resources to build a generational company.

• World-Class Team: Zania is hiring the best. Our team includes AI and Security leaders from Airbnb, Microsoft, Bain & Company, Deloitte, PwC, Brex, and Instacart.

• Pioneering Technology: Our engineers and GRC experts work at the absolute forefront of applied AI, building the next generation of agentic systems that will define the future of compliance.

• Hyper-Growth: We have seen 10x ARR growth in the last year and are rapidly expanding.

• Competitive Compensation & Equity.

Role Overview

As a Customer Success Manager, you will be the trusted advisor to leading enterprises adopting Zania’s cutting-edge AI. You will ensure our customers achieve their security compliance goals by orchestrating a seamless journey from initial proof-of-concept to full platform adoption. This role is pivotal in translating customer needs into successful outcomes, building deep relationships, and serving as the crucial bridge between our customers and our internal AI, product, and GRC teams.

This role is based in our Palo Alto, CA office. We use an in-person work model and offer relocation assistance.

What You'll Do

POC Support

• Coordinate and track POC project timelines and deliverables

• Serve as primary support contact during customer POCs

• Troubleshoot basic technical issues or escalate to engineering as needed

Customer Requirements Gathering

• Join customer discovery and onboarding calls

• Document customer needs, risk/control environments, and assessment goals

• Translate business requirements into structured inputs for internal teams

AI Agent Configuration

• Work with internal product and GRC teams to configure agent workflows

• Assist in reviewing and tagging training data (e.g., control evidence, policies)

• QA AI agent behavior to ensure relevance and accuracy

Customer Enablement

• Develop or update training guides or how-tos

• Help onboard new customer teams to the product

• Answer questions via email or Slack channels and coordinate deeper responses

Internal Coordination

• Capture and relay customer feedback to product and engineering

• Maintain Linear tasks and update status on active projects

• Document learnings and contribute to internal knowledge base

What You Have

• 5+ years of experience in Customer Success or Professional Services at a B2B SaaS company, preferably serving security, compliance, or GRC customers.

• GRC Acumen: Working knowledge of IT controls and common frameworks (e.g., SOC 2, ISO 27001, NIST) and the ability to confidently discuss them with practitioners.

• Proven ability to manage multiple complex projects simultaneously while keeping customers on-track toward business outcomes.

• Excellent written & verbal communication skills; comfortable leading executive and practitioner-level conversations.

• Hands-on familiarity with Slack, Linear (or Jira), and G Suite; quick to pick up new tools.

• A bias for action, strong problem-solving chops, and genuine empathy for customers on tight compliance deadlines.

Final offer amounts are determined by multiple factors, including, experience and expertise, and may vary from the amounts listed above.

Equity: In addition to the base salary, equity may be part of the total compensation package.

Zania is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.