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Zscaler is seeking a Technical Success Manager to join its customer success organization in a hybrid role based in Escazú, Costa Rica. You will serve as the central post-sales point of contact for assigned customers, guiding them through their Zero Trust security journey and helping them adopt and maximize Zscaler's cloud security solutions.
In this role, you will build and nurture relationships with key customer stakeholders and operational service owners, aligning their strategic objectives with Zscaler's capabilities. You will provide technical guidance, product insights, and best practices for integrating and expanding Zscaler solutions, developing customized technical strategies tailored to each customer's needs. You will manage escalations and coordinate resolutions across internal and external teams, leveraging your technical expertise and organizational skills.
You will proactively identify adoption insights and develop risk mitigation plans to protect and grow assigned customer accounts. Additionally, you will contribute to the creation and sharing of intellectual capital—including training materials and best practice guides—to enhance the broader Customer Success team's capabilities.
Zscaler's Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications. The platform is distributed across 160+ public exchanges globally and is the world's largest in-line cloud security platform. The company is building an AI-native enterprise where human potential is amplified by machine intelligence to solve complex security challenges.
The role reports to the Manager of Technical Success. You will thrive in a dynamic, ambiguous environment, acting as an owner who balances high-level strategy with hands-on execution. You are a problem-solver who loves running toward challenges, a high-trust collaborator ambitious for team success, and a continuous learner with a growth mindset.
REQUIREMENTS:
- 5+ years of experience in a customer-facing role such as Solutions Delivery, Customer Success Management, Technical Account Management, or Sales Engineering
- 5+ years of experience in Cloud Services Architectures, Web-based Security, Networking, or Infrastructure Solutions
- Strong communication and presentation skills to consultatively shape and influence internal and external decisions
- Strong technical acumen with the ability to align business challenges to the Zscaler portfolio to meet business and security outcomes
- Ability to analyze customer data to gain key insights and develop tailored adoption strategies and risk mitigation plans
PREFERRED QUALIFICATIONS:
- Background in Cloud and Networking Security technologies such as SD-WAN, MPLS, SWG, DLP, VPNs, or CASB
- Experience with troubleshooting methodologies and escalation management to isolate technical and organizational issues and drive problem resolution
- Industry certifications such as CISSP, CCNP, CCIE, or Network+
