Technical Success Manager

Technical Success Manager

About Zscaler

Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our 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 say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. 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 be part of the team that’s helping to secure the AI age, 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. 

We're looking for an experienced TSM to join our Customer Success team. Reporting to the Manager, Technical Success Management, you will be responsible for:

• Understanding customer goals, challenges, and technical needs to align with Zscaler solutions and drive satisfaction
• Building relationships with stakeholders, conduct reviews, and identify growth opportunities
• Anticipating challenges, provide proactive recommendations, and mitigate risks
• Understanding of all Zscaler products & service and contribute to best practices for implementing Zscaler products in both internal and customer-facing Knowledge Base
• Collaborating with teams, including Sales, Support, and Product, to deliver seamless customer experience

What We're Looking for (Minimum Qualifications)

• 5+ years of experience in customer-facing roles with a blend of technical expertise and account management
• Demonstrated experience  product feature implementations, and best-practice adoption
• Experience with operating systems such as Linux, Unix, and Free BSD
• Experience troubleshooting network issues and familiarity with the necessary tools. (Ping, Traceroute, MTR)
• Experience of protocols such as HTTP, SMTP, FTP, and DNS

What Will Make You Stand Out (Preferred Qualifications)

• Experience in running discovery discussions, building High/Low level design and familiarity with managing large-scale deployments or migrations
• In-depth understanding of enterprise networks, infrastructure and hands-on experience on cloud security technologies (e.g., SASE, SSE, ZTNA)
• Experience with open-source system administration and authentication protocols like SAML, LDAP, and OAuth

#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 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.

Experience Level

Mid Level