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. Role We are looking for an experienced Technical Success Manager (TSM) to join our team. This is a hybrid role based in Pune, reporting to the Manager, Technical Success Management 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 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. What you’ll do (Role Expectations) - Understand customer goals, challenges, and technical needs to align with Zscaler solutions and drive satisfaction - Build relationships with stakeholders, conduct reviews, and identify growth opportunities - Anticipate challenges, provide proactive recommendations, and mitigate risks - Understand all Zscaler products and services and contribute to best practices for implementing Zscaler products in both internal and customer-facing Knowledge Bases - Collaborate with cross-functional teams, including Sales, Support, and Product, to deliver a seamless customer experience Who You Are (Success Profile) - You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful. - You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution. - You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact. - You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust. - You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose. 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 - 5+ years of experience in customer-facing roles with a blend of technical expertise and account management - Demonstrated experience with product feature implementations and best-practice adoption - Experience troubleshooting network issues utilizing tools such as Ping, Traceroute, and MTR across Linux, Unix, or FreeBSD operating systems - Solid comprehension of core networking protocols including HTTP, SMTP, FTP, and DNS What Will Make You Stand Out (Preferred Qualifications) - Experience utilizing AI-powered customer success platforms or AIOps tools to analyze support sentiment, automate risk detection, and deliver predictive optimization recommendations - Experience running discovery discussions, creating high- and low-level designs, and managing large-scale enterprise deployments or migrations for cloud security technologies like