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 remote, Northeast (NJ, DC, NYC, MA, NC)-based role, reporting to the Senior Manager, Technical Success in the Customer Success department. In this role, you will act as the primary technical partner for customers, helping them successfully adopt, use, and derive ongoing value from the company's product or platform. This role combines relationship management, technical guidance, and cross-functional coordination to improve customer outcomes, reduce risk, and support retention and growth. What you’ll do (Role Expectations) - Own a portfolio of customers and drive technical adoption, value realization, and long-term success - Serve as a trusted technical advisor, translating customer goals into onboarding, enablement, and solution guidance - Partner cross-functionally with Sales, Support, Product, and Engineering to resolve blockers and improve the customer experience - Monitor customer health, identify risks and expansion opportunities, and proactively recommend actions to improve outcomes - Document best practices, recurring technical issues, and customer feedback to help scale processes and influence product improvements 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 - Experience in customer success, technical account management, solutions engineering, or a similar customer-facing technical role - Ability to explain technical concepts clearly to both technical and non-technical stakeholders - Demonstrated experience managing customer relationships, driving adoption, and mitigating risk across accounts - Strong problem-solving skills with the ability to troubleshoot issues and coordinate cross-functional resolution What Will Make You Stand Out (Preferred Qualifications) - Experience leveraging AI-powered predictive analytics or conversational intelligence tools to monitor customer health metrics, automate risk detection, and scale proactive enablement strategies - Experience supporting SaaS, cloud, API, data, or enterprise software products - Experience with customer health metrics, renewal support, or

Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain. Experience in customer success, technical account management, solutions engineering, or a similar customer-facing technical role. Ability to explain technical concepts clearly to both technical and non-technical stakeholders. Demonstrated experience managing customer relationships, driving adoption, and mitigating risk across accounts. Strong problem-solving skills with the ability to troubleshoot issues and coordinate cross-functional resolution.

Own a portfolio of customers and drive technical adoption, value realization, and long-term success. Serve as a trusted technical advisor, translating customer goals into onboarding, enablement, and solution guidance. Partner cross-functionally with Sales, Support, Product, and Engineering to resolve blockers and improve the customer experience. Monitor customer health, identify risks and expansion opportunities, and proactively recommend actions to improve outcomes. Document best practices, recurring technical issues, and customer feedback to help scale processes and influence product improvements.