Sr. Technical Success Manager – US PubSec - Healthcare

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. [This role supports accounts across the US Eastern and Central territory, with a primary focus on the healthcare sector. Candidates must be based in the Eastern Time Zone. Some travel to customer sites may be required.] We are looking for a Sr. Technical Success Manager (TSM) to join our team to support a portfolio of accounts across the East Coast and Central territory, with a focus on US-based healthcare customers. This is a Remote (Eastern Time Zone) role, reporting to the Manager of Technical Success Management in the Customer Success organization. At Zscaler, Customer Success is a global, customer-obsessed team that delivers high-impact experiences from initial deployment through the full customer lifecycle. We combine deep technical expertise, data-driven insights, and hands-on partnership to ensure customers achieve their goals and unlock the full value of the Zscaler platform. What you’ll do (Role Expectations) - Drive adoption and value realization by aligning Zscaler solutions to customer business goals, tracking adoption milestones, and monitoring health metrics - Own customer relationships through regular business reviews (QBRs/EBRs) with technical stakeholders and executive sponsors - Proactively manage risk by identifying early warning signals and developing mitigation plans to protect retention and renewal outcomes - Support regulated healthcare customers by navigating HIPAA compliance and operational security standards - Enable and educate customers on feature adoption, best-practice rollouts, and new capabilities while contributing to internal and customer-facing knowledge bases Who You Are (Success Profile) - You thrive in ambiguity by building the path as you walk it and viewing uncertainty as the raw material to build something meaningful. - You act like an owner with a passion for the mission, moving fluidly between high-level strategy and hands-on execution. - You are a problem-solver who runs toward hard challenges and focuses on solutions that deliver maximum impact. - You are a high-trust collaborator who is ambitious for the team and gives candid, respectful feedback to earn trust. - You are a continuous learner with a growth mindset who actively seeks feedback and shows up with purpose every day. 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 - 5+ years in customer-facing technical roles combining hands-on technical expertise with account management responsibility - Working knowledge of HIPAA and the security and compliance requirements governing US healthcare customers - Solid grasp of core networking protocols (HTTP, HTTPS, DNS, SMTP, FTP) and hands-on troubleshooting experience with tools such as Ping, Traceroute, MTR, and Wireshark across Linux, Unix, or Windows environments - Familiarity with cloud security technologies including SASE, SSE, ZTNA, ZIA, and ZPA in a post-sales or advisory capacity - Knowledge of enterprise infrastructure and authentication protocols including SAML, LDAP, and OAuth What Will Make You Stand Out (Preferred Qualifications) - Prior experience supporting US healthcare customers in a technical capacity, including familiarity with clinical workflows or EPIC/EHR/EMR environments - Familiarity with HITECH, FedRAMP, or the 21st Century Cures Act compliance frameworks - Relevant industry certifications such as CCNA, CompTIA Network+, CISSP, CCSP, CPHIMS, o