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Zscaler is seeking a Senior Director of Strategy & Operations for Customer Success to lead the operational backbone of the global Customer Success organization. Reporting to the VP of Strategy & Operations, you will oversee CS Business Operations, Services Portfolio Management, New Product Introduction (NPI), and Vendor Management across Customer Support, Technical Success, and Professional Services teams.
Your core responsibilities include driving operational rigor through Quarterly Business Reviews, Annual Operating Planning, and executive performance management cadences. You'll partner closely with Finance and Customer Success leadership on resource planning, capacity planning, and investment prioritization to enable scalable growth. A key focus is identifying and implementing AI, automation, and data-driven insights to streamline workflows, boost team productivity, and enhance customer outcomes.
You'll serve as a critical cross-functional partner to Sales, Product, Finance, IT, and Engineering, representing Customer Success needs and ensuring alignment across the broader organization.
Zscaler is an AI-forward enterprise protecting customers through its cloud-native Zero Trust Exchange platform, leveraging the world's largest security data lake. The company culture emphasizes impact over activity, constructive debate, customer obsession, collaboration, and accountability.
You thrive in ambiguity, act with ownership and integrity, and balance high-level strategy with hands-on execution. You're a problem-solver energized by complex challenges, a learner with growth mindset, and a high-trust collaborator who builds strong partnerships. You have demonstrated curiosity about AI tools and a proven track record of integrating new technologies into daily workflows.
Required experience includes Strategy & Operations, Business Operations, or Customer Success Operations leadership roles; close partnership with Customer Success, Support, Technical Success, or Professional Services functions; proven success building and leading high-performing teams including senior ICs and managers; expertise in business planning, operating cadences, KPI development, and cross-functional execution; and background in high-growth B2B SaaS or technology environments. Preferred: experience applying AI, automation, or advanced analytics to improve operational efficiency and customer outcomes.
