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Salary: USD 143,500 - 205,000 / annual
Zscaler is seeking a Senior Technical Success Manager to join the Customer Success department, reporting to the Manager of Technical Success. This is a remote role based in the Central Region (Minnesota, Illinois, Wisconsin, or Ohio / Central or Eastern time zone).
In this role, you will drive deep product adoption and serve as a primary technical advisor for top-tier customers, resolving complex infrastructure challenges, providing expert implementation consulting, and ensuring customer requirements inform ongoing product development.
Key responsibilities include:
- Managing premium customer support relationships across multiple channels while maintaining elite standards for responsiveness and service quality
- Partnering with Field Sales to drive successful adoption and serving as a trusted advisor for web and email security implementation projects
- Acting as the dedicated liaison for Premium Support customers, managing escalations and providing critical cloud update notifications to ensure optimal availability
- Delivering high-impact on-site and virtual product training to empower customers with the latest security technologies
- Monitoring customer environments to provide proactive recommendations and translating field insights into product requirements for the Product Management team
Zscaler's Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. The company is distributed across 160+ public exchanges globally and is the world's largest in-line cloud security platform.
Requirements:
- Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
- Extensive experience in technical account management or customer success, with a focus on supporting web and email security solutions
- Bachelor's degree in computer science or engineering, or equivalent professional industry certifications
- Expert-level knowledge of enterprise networks, infrastructure, advanced protocol workflows, and troubleshooting tools such as Wireshark, WinMTR, or Fiddler
- Demonstrated ability to communicate complex technical solutions clearly, influence customer leadership and engineers, and manage strategic projects end-to-end to drive customer value
- Willingness to travel up to 25%
Preferred qualifications:
- Advanced knowledge of core network protocols, packet capture analysis, L2/L3 devices, security concepts like IPS/IDS/DLP, and authentication protocols such as SAML and LDAP
- Proficiency in shell scripting and SQL combined with a strong understanding of Cisco or Juniper routing and switching architectures
