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Zscaler is seeking a Manager of Technical Success Management to lead a team of Technical Success Managers in the Americas South Region. You will report to the Director of Technical Success Management within the Customer Success organization and be responsible for driving customer success, retention, and seamless adoption of Zscaler's Zero Trust Exchange platform.
In this role, you will lead and mentor a team to drive customer satisfaction, retention, and measurable growth. You'll build relationships with key stakeholders to ensure customer success and identify revenue expansion opportunities. You'll communicate Zscaler's value proposition to diverse audiences and resolve complex technical or business challenges. Cross-functional collaboration is essential—you'll advocate for customer needs across the organization and work to enhance overall customer experiences.
You'll monitor key performance indicators including NPS, renewal rates, and product adoption metrics to inform continuous improvement strategies. The role requires balancing high-level strategic thinking with hands-on execution, particularly during critical customer incidents where you may serve as an escalation point.
Zscaler is an AI-forward enterprise leveraging the world's largest security data lake to power its cloud-native Zero Trust Exchange platform. The company culture emphasizes impact over activity, customer obsession, collaboration, ownership, and accountability. You'll work in an environment that values constructive debate, transparency, and rapid execution.
Minimum qualifications include 5+ years in customer success, account management, or similar customer-facing roles, with at least 2+ years in a leadership position building high-performing teams. You should have demonstrated success driving customer adoption, retention, and satisfaction; experience building executive-level relationships; strong analytical skills for data-driven strategy; and a passion for delivering exceptional customer experiences. Demonstrated curiosity about AI tools and a proven history of integrating new technologies into workflows is required. Preferred qualifications include industry certifications (CISSP, CCNP, CCIE, Network+, or cloud provider certs) and experience managing customer success in enterprise security or networking environments.
