Zscaler—Director, Technical Success Management

Job description

Description: Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange™️ platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 160+ public exchanges globally and thousands of private exchanges at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform. We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler. We are looking for a Director, Technical Success Management to join our team. This is a Hybrid role, reporting to the VP of TSM International in the Customer Success department. At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying solutions. We use valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and use our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and growth. What you’ll do (Role Expectations) - Direct a growing team of 20+ Technical Success Managers (TSMs), reporting to the VP of TSM International while co-leading joint initiatives with peer leadership - Formulate and execute Premium Support strategies and global coverage operations, acting as a change agent to drive continuous innovation - Directly manage relationships with key enterprise clients, serving as the ultimate escalation point and ensuring high service standards - Collaborate cross-functionally to champion the Voice of the Customer (VoC), secure account retention, foster client references, and support new deal cycles that safeguard company margins - Oversee operational compliance, workforce productivity, comprehensive TSM training, and retention programs to foster team growth Who You Are (Success Profile) - You think at scale, connecting your day-to-day leadership to the larger company mission and building solutions, processes, and teams built to support a high-growth, global organization - You act like an owner, operating with high integrity and navigating seamlessly between high-level regional strategy and hands-on operational execution. - You are customer-obsessed, building deep empathy for enterprise clients and anchoring decisions in solving real-world security and operational challenges. - You are a high-trust collaborator, building strong cross-functional partnerships and embracing clear, respectful feedback to drive team performance. - You lead with integrity, holding yourself and your team accountable to high standards of excellence while navigating complex, high-stakes customer situations. What We’re Looking for (Minimum Qualifications) - Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain - Bachelor’s degree or equivalent practical experience with 10–15+ years of experience in the Support Services domain - 5+ years of management experience, ideally at the senior manager or director level - Extensive background in technical and commercial management for IT, software support, application services, or software development operations - Solid grasp of the SaaS ecosystem, internetworking fundamentals, and cybersecurity landscapes What Will Make You Stand Out (Preferred Qualifications) - Exposure to legacy and enterprise web security technologies such as Websense or Blue Coat - Demonstrate a proven ability to leverage AI technologies and workflows to drive measurable operational efficiency. #LI-Hybrid #LI-SU1 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 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.