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.
Role We are looking for a Director, Technical Success Management to join our team. This is a Hybrid role, reporting to the VP of Customer Success in the Customer Success department. Zscaler accelerates digital transformation by protecting thousands of enterprise customers through its pioneering, AI-powered Zero Trust Exchange platform. In this strategic leadership role, you will scale a high-performing technical success organization, elevate leadership capabilities across your team, and drive exceptional customer outcomes, retention, and platform value across the region.
What you’ll do (Role Expectations)
Lead, coach, and develop a team of managers and Technical Success Managers to build a strong leadership bench and foster a customer-centric culture
Take end-to-end regional ownership of customer success outcomes, including satisfaction, retention, adoption, and expansion
Drive innovation in customer engagement models, team operating rhythms, and success programs to improve scale and efficiency
Build trusted relationships with executive customer stakeholders and serve as a senior escalation point for strategic situations
Partner cross-functionally with Sales, Support, Product, and Professional Services to advocate for customer needs and optimize the overall experience
Who You Are (Success Profile)
You are customer-obsessed, building deep empathy for enterprise clients and anchoring decisions in solving their real-world security and business objectives.
You act like an owner, taking full accountability for regional outcomes while navigating seamlessly between high-level strategy and hands-on execution.
You think at scale, connecting daily operations to the broader company mission and building repeatable processes and teams that are built to last.
You are a high-trust collaborator, partnering cross-functionally and building executive relationships through candid, respectful communication.
You operate with urgency, maintaining speed and high standards to deliver rapid, measurable results for both customers and internal teams.
What We’re Looking for (Minimum Qualifications)
Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
10+ years of experience in customer success, account management, technical account management, or similar customer-facing roles
5+ years of senior leadership experience managing managers and building high-performing, scalable organizations
Demonstrated success driving customer adoption, retention, satisfaction, and growth in a complex enterprise environment
Strong executive presence with the ability to build trusted relationships with senior customer stakeholders and internal executives
Strong analytical and operational skills with experience using data to assess risk and drive strategic decision-making
What Will Make You Stand Out (Preferred Qualifications)
Experience leading customer success or post-sales teams in a B2B SaaS environment, ideally within cybersecurity, networking, or cloud services
Strong understanding of networking and security technologies, with familiarity in cloud computing solutions
Industry certifications such as CISSP, CCNP, CCIE, Network+, or cloud provider certifications across AWS, Google Cloud, or Azure
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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.
Zscaler Boston, Massachusetts, USA Office
77 Sleeper St. , Boston, MA, United States, 02210
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