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Zscaler is seeking a Director of Technical Success Management to lead a growing team of 20+ Technical Success Managers (TSMs) in the Customer Success department. This hybrid role reports to the VP of TSM International and is central to Zscaler's mission of delivering high-impact customer experiences through the Zero Trust Exchange platform.
In this role, you will direct a global team of TSMs while formulating and executing Premium Support strategies and global coverage operations. You'll serve as a change agent driving continuous innovation in customer success delivery. Key responsibilities include directly managing relationships with key enterprise clients as the ultimate escalation point, ensuring high service standards are maintained. You will collaborate cross-functionally to champion the Voice of the Customer (VoC), secure account retention, foster client references, and support new deal cycles that protect company margins. Additionally, you'll oversee operational compliance, workforce productivity, comprehensive TSM training, and retention programs to foster team growth.
You think at scale, connecting day-to-day leadership to the larger company mission while building solutions, processes, and teams designed to support a high-growth, global organization. You operate with high integrity, navigating seamlessly between high-level regional strategy and hands-on operational execution. You are customer-obsessed, building deep empathy for enterprise clients and anchoring decisions in solving real-world security and operational challenges. You are a high-trust collaborator, building strong cross-functional partnerships and embracing clear, respectful feedback to drive team performance. You lead with integrity, holding yourself and your team accountable to high standards of excellence while navigating complex, high-stakes customer situations.
Zscaler's Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying solutions using valuable data and research to provide expert, hands-on support from implementation through ongoing optimization.
REQUIREMENTS:
- Bachelor's degree or equivalent practical experience with 10–15+ years of experience in the Support Services domain
- 5+ years of management experience, ideally at the senior manager or director level
- Extensive background in technical and commercial management for IT, software support, application services, or software development operations
- Solid grasp of the SaaS ecosystem, internetworking fundamentals, and cybersecurity landscapes
- Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
PREFERRED QUALIFICATIONS:
- Exposure to legacy and enterprise web security technologies such as Websense or Blue Coat
- Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
