Technical Success Manager

About Zscaler

Zscaler accelerates digital transformation so our customers can be more agile, efficient, resilient, and secure. Our cloud native Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Here, impact in your role matters more than title and trust is built on results. We believe in transparency and value constructive, honest debate—we're focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership and accountability. 

We value high-impact, high-accountability with a sense of urgency where you're enabled to do your best work and embrace your potential. If you're driven by purpose, thrive on solving complex challenges and want to make a positive difference on a global scale, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.

At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth.

As a Technical Success Manager at Zscaler, you will guide customers through their Zero Trust journey and will be the customer's central post-sales point of contact, helping them adopt and maximize their usage of Zscaler's solutions to secure their digital transformation objectives. Your role centers on providing expert advice, building relationships, and ensuring successful solution adoption for Zscaler's customers. Reporting to the Manager of Technical Success, you will be responsible for:

• Building and nurturing relationships with key customer stakeholders & operational service owners in order to define and prioritize the strategic alignment between your customer's objectives and Zscaler's goals
• Offering technical guidance, product insights, and best practices for integration, expansion, and operationalization of Zscaler solutions for your customers through the development of customized technical strategies/plans
• Providing technical expertise & organizational skills to manage escalations and coordinate resolutions with internal and external teams
• Working proactively with internal and external teams to identify adoption insights, develop adoption/risk plans, and partner with Zscaler teams to manage and mitigate risks to your assigned customers
• Participating in the creation, updating, and sharing of intellectual capital (training, knowledge base articles, best practice guides, playbooks, runbooks, etc.) to help make the Customer Success team better, stronger and faster

What We're Looking for (Minimum Qualifications)

• 5+ years experience in a customer-facing role, such as Solutions Delivery, Customer Success Management, Technical Account Management, or Sales Engineering
• 5+ years experience in Cloud Services Architectures, Web-based Security, Networking, or Infrastructure Solutions
• Strong communication skills, with written, verbal, & presentation experience that enables you to consultatively shape and influence internal and external decisions
• Strong technical acumen with the ability to align the customer's business challenges to the Zscaler portfolio in order to meet the customer's desired business & security outcomes
• Ability to analyze customer data to gain key insights and develop an adoption strategy/risk mitigation plan tailored to the specific customer

What Will Make You Stand Out (Preferred Qualifications)

• A background in Cloud & Networking Security technologies such as SD-WAN, MPLS, SWG, DLP, VPNs, CASB, etc.
• Experience with troubleshooting methodologies & escalation management in order to isolate technical & organizational issues, determine next steps for troubleshooting, and drive problem resolution
• Industry Certifications such as CISSP, CCNP, CCIE, Network+, or equivalent, as well experience or certifications from cloud providers such as AWS, Google, & Microsoft
• Proficiency in Frech

#LI-Hybrid #LI-IA1

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more

Learn more about Zscaler's Future of Work strategy, hybrid working model, and benefits here.

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.