Director, Technical Success - SecOps

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 Director, Technical Success, SecOps to join our team. This is a Remote (United States) role reporting to the Senior Director, Customer Success, SecOps in the Customer Success department. In this leadership role, you will define and execute the technical success strategy for our global SecOps customer base across the Americas, India, and Israel. You will align technical excellence with enterprise business outcomes, leading specialized teams to drive post-implementation value realization, operational health, and long-term platform adoption for complex security environments. What you’ll do (Role Expectations) - Develop the vision and operating structure for the SecOps Technical Success team in the Americas, India, and Israel, promoting a great culture and implementing strategies to enhance customer satisfaction, retention, and growth - Collaborate with global Customer Success leadership to align SecOps goals with the corporate strategy - Build strong, lasting relationships with key stakeholders for our top customer accounts and track goals related to customer success - Oversee the development of tailored customer success plans for our Strategic accounts to increase adoption, expansion, and renewal - Use a strong technical background to address technical challenges, ensure customer value realization, advocate for customer needs, and influence product roadmaps Who You Are (Success Profile) - You thrive in ambiguity and build the path as you walk it, viewing dynamic environments as raw material to construct something meaningful. - You act like an owner with a strong bias for action, operating with integrity and navigating seamlessly between high-level strategy and hands-on execution. - You are a dedicated problem-solver who is energized by complex challenges and driven by finding high-impact solutions. - You are a high-trust collaborator who embraces a challenge culture with candor, clarity, and respect to achieve shared team success. - You are customer-obsessed, building deep empathy for internal and external stakeholders while anchoring decisions in solving real-world problems. What We’re Looking for (Minimum Qualifications) - Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving - 8+ years of experience in customer success, account management, or related roles, with at least 5 years in a management role overseeing individual contributors or subordinate managers - Bachelor's degree in a relevant field such as Computer Science, Information Technology, or Business Administration - Experience managing customer relationships in a B2B SaaS environment, preferably within cybersecurity or cloud services - Solid understanding of security operations, networking, security technologies, and cloud computing - Proficiency in analyzing complex data to identify trends, forecast customer behavior, and make evidence-based decisions What Will Make You Stand Out (Preferred Qualifications) - Experience applying AI-driven analytics and predictive models to improve customer health scores, identify expansion opportunities, and proactively mitigate churn in enterprise accounts - Proven track record of leveraging Generative AI tools and workflow automation to drive adoption of SecOps products - Experience defining strategies for SecOps teams that champion customer adoption of AI-powered security features and automated threat intelligence platforms #LI-NH1 #LI-Hybrid Zs

8+ years of experience in customer success, account management, or related roles, with at least 5 years in a management role overseeing individual contributors or subordinate managers. Bachelor's degree in Computer Science, Information Technology, or Business Administration. Experience managing customer relationships in a B2B SaaS environment, preferably within cybersecurity or cloud services. Solid understanding of security operations, networking, security technologies, and cloud computing. Proficiency in analyzing complex data to identify trends, forecast customer behavior, and make evidence-based decisions.