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Zscaler is seeking a Critical Accounts Program Manager to join the Support department, reporting to the Director of CAP & Incident Management. This is a high-visibility escalation management role responsible for driving end-to-end resolution of critical customer situations across the EMEA region.
In this role, you will own the complete lifecycle of critical customer escalations for key accounts, establishing action plans, communication cadences, stakeholder roles, and resolution milestones. You will apply strong judgment in risk management and problem mitigation, making timely decisions from both business and technical perspectives. You will drive post-mortem analyses and lessons learned reviews to ensure preventive and corrective actions are tracked to closure. Additionally, you will identify recurring escalation themes to drive continuous improvements in product, process, communication, and operational readiness.
You will partner cross-functionally across Support, Engineering, Product, Customer Success, and Executive Leadership to navigate complex escalations with speed, structure, and strategic communication while safeguarding customer trust and business outcomes.
Success in this role requires acting like an owner with integrity and personal accountability, operating as a high-trust collaborator who thrives on shared team ambition and constructive feedback, maintaining deep customer obsession anchored in empathy, bringing relentless focus on execution and fast results, and remaining resilient and adaptable through complex challenges.
Zscaler (NASDAQ: ZS) is a cloud security leader whose Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications. The company is distributed across 160+ public exchanges globally and operates the world's largest in-line cloud security platform.
REQUIREMENTS:
- 8+ years in customer-facing roles across incident management, escalation management, technical account management, service delivery, or support leadership
- Demonstrated curiosity and active exploration of AI tools, with proven history of integrating new technologies to enhance workflows and augment problem-solving
- Experience in program or project management of critical issues in a cross-functional environment alongside sales, customers, and partners
- Strong executive communication, stakeholder management, and cross-functional leadership skills
- High stress tolerance with ability to remain calm under pressure while navigating ambiguity, tension, and unpredictable workloads
- Familiarity with support escalation frameworks, incident management processes, or critical account governance
PREFERRED QUALIFICATIONS:
- Background in cybersecurity, network security, SaaS, or cloud operations
- Ability to communicate effectively with audiences ranging from engineering teams to customer executives
- Prior experience interacting directly with senior customer executives and internal executive leadership
