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 a Technical Success Manager to join our team. This is a hybrid role based in Italy, reporting to the Sr Director of Technical Success Management in the Customer Success Organization department. You will guide customers through their Zero Trust journey as the central post-sales point of contact, helping customers adopt and maximize Zscaler's solutions to secure their digital transformation objectives. Your role centers on providing expert advice, building relationships, and ensuring successful solution adoption. 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 - Maintain deep understanding of Zscaler products and contribute to internal and customer-facing Knowledge Base best practices - Collaborate with Sales, Support, and Product teams 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, including 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 tools such as Ping, Traceroute, and MTR - Knowledge of protocols including HTTP, SMTP, FTP, and DNS What Will Make You Stand Out (Preferred Qualifications) - Experience utilizing AI-powered customer success platforms or predictive analytics tools to proactively identify customer adoption risks, anticipate technical escalations, and optimize retention strategies - Experience running discovery discussions, building High/Low level design, and managing large-scale deployments or migrations - In-depth understanding of enterprise networks, cloud security technologies like SASE, SSE, and ZTNA, and authentication protocols such as SAML, LDAP, and OAuth #LI-Hybrid #LI-MP1 Zscal

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, including 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 tools such as Ping, Traceroute, and MTR. Knowledge of protocols including HTTP, SMTP, FTP, and DNS.

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. Maintain deep understanding of Zscaler products and contribute to internal and customer-facing Knowledge Base best practices. Collaborate with Sales, Support, and Product teams to deliver a seamless customer experience.