Senior Technical Success Manager

The role

You will act as a strategic technical advisor and the main post-sales contact for customers. You will guide them through their Zero Trust journey and help them adopt and get the most from Zscaler's solutions.

What you will do

• Build and nurture deep relationships with key customer stakeholders and operational service owners across a complex portfolio of accounts.
• Offer expert technical guidance, proactive recommendations, and Technical Governance to develop customized strategies for integrating and operationalizing Zscaler solutions.
• Drive adoption by identifying actionable insights, anticipating technical hurdles, and building risk mitigation plans.
• Manage complex escalations, working across Sales, Support, and Product teams to coordinate resolutions.
• Master Zscaler products and services and create shared materials such as best practice guides, playbooks, and videos for the Customer Success team.

Required qualifications

• 8+ years of experience in customer-facing technical roles.
• 3+ years driving value in Technical Account Management, Customer Success, Solutions Delivery, or Sales Engineering in the Cloud, Web Security, Networking, or Infrastructure domains.
• Strong technical acumen to align customer business challenges to the Zscaler portfolio.
• Proven ability to analyze customer data for insights and to develop tailored adoption strategies and risk mitigation plans.
• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions.
• Solid understanding of core networking protocols such as HTTP, DNS, and SSL, and technologies such as DLP, Sandbox, SDWAN, and CASB.
• Ability to troubleshoot network issues using tools like Ping, Traceroute, and MTR.

Nice to have

• Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency.
• Experience using AI-powered operational analytics or predictive health-scoring dashboards to evaluate deployment health and mitigate customer risk.
• In-depth understanding of enterprise infrastructure and cloud security, including SASE, SSE, ZTNA, and AI Security.
• Understanding of industry-specific workflows and relevant certifications (e.g., CISSP, CCNP, CCIE, Network+, AWS, Azure, or Google Cloud).

Benefits

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

Before you apply

• Applicants must adhere to applicable laws, regulations, and Zscaler security and privacy policies.
• Reasonable accommodations are available in the recruiting process.

About the company

Zscaler provides a Zero Trust Exchange cloud security platform that securely connects users, devices, and applications in any location. The company describes itself as building an AI-native enterprise.