Critical Accounts Program 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. We are looking for a CAP Manager to join our team. This is a Remote US based role [EST Preferred], reporting to the Senior Manager, CAP & Incident Management in the Customer Success organization. In this critical, high-visibility leadership role, you will provide the highest level of escalation for critical customer situations that put the business relationship, account, or opportunity at risk. You will lead and manage the resolution of critical issues by building and executing comprehensive action plans, managing cross-functional alignment across product, services, and sales, and delivering strategic status communications up to the VP and C-suite level. What you’ll do (Role Expectations) - Ownership for driving progress and resolution of customer's critical issues per assigned geographic region - Develop and execute action plans in conjunction with cross-functional product development and management teams - Effectively communicate ongoing CAP status updates to both internal and customer audiences up to VP and C level - Demonstrate strong judgment at risk management and problem mitigation, making timely decisions from both business and technical perspectives - Perform post mortem analysis, evaluate and initiate internal discussions around key areas of focus or improvement for product, process, and people 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 - Program or project management of critical issues in a cross-functional environment that includes working with sales, customers, and partners to resolve complex and critical issues - Technical background in the security and/or networking space with the ability to speak to the product from an engineering level to a customer executive level - Experience in customer-facing sales and/or services delivery roles with a focus on driving complex technical issues to closure - BA/BS in computer science, engineering, information systems, or equivalent practical experience What Will Make You Stand Out (Preferred Qualifications) - Experience leveraging AI-driven sentiment analysis, automated support insights, or predictive analytics to proactively identify, track, and