Customer Success Manager (Mid-Market)

About Zscaler

Serving thousands of enterprise customers around the world including 45% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform, which is found in our SASE and SSE offerings, protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler.

Red Canary monitors an enterprise’s environment to detect and respond to cybersecurity threats so they can focus on their mission. Our Managed Detection and Response (MDR) solution is a unique blend of human expertise and security, which protects organizations from modern adversaries as their teams work remotely, move to the cloud, and they adopt new cybersecurity and IT technologies.

The Red Canary Customer Success Manager empowers our customers to continuously improve their security outcomes, so that they can make their greatest impact. Customer Success Managers are responsible for driving customer satisfaction, retention, and growth by building strong relationships, ensuring product adoption and providing ongoing assistance. They act as a trusted advisor, helping customers achieve their cybersecurity goals and maximize the value of their investment. You will develop great relationships, and help customers unlock the power of Red Canary.

We're looking for an experienced Customer Success Manager to join our Customer Success team. Reporting to the Senior Manager, Customer Success, you'll be responsible for:

• Developing strong, positive relationships with customers, guide them through a positive post-sales experience from onboarding to renewal, and proactively engage with them to help them realize the maximum value of Red Canary
• Partnering with sales on customer renewals and identifying opportunities for upsell and cross-sell of additional products and services. Partner with sales to execute on expansion opportunities
• Monitoring for and mitigate customer risk, champion customer needs with technical and sales teams, and conduct regular executive business reviews to ensure satisfaction, value realization, and retention
• Maintaining a deep understanding of Red Canary's product and roadmap, guide customers on optimizing their use of Red Canary and their other security products, and gather product feedback from customers to inform future development.
• Delivering against quarterly OKRs and KPI targets

What We’re Looking for (Minimum Qualifications)

• 3+ years of experience in Customer Success, Account Management, or a similar client-facing role at a Saas cybersecurity company
• 2+ years managing a book of business comprised of 25-30 customers with an average ARR of $170,000+
• Solid understanding of cybersecurity concepts, technologies, and industry trends (e.g., endpoint security, network security, cloud security, SIEM, threat intelligence, incident response)
• Strong data analysis skills to review customer metrics, identify trends, and measure KPIs such as churn rate, customer retention, or Net Promoter Score (NPS)

What Will Make You Stand Out (Preferred Qualifications)

• Certifications or advanced degrees related to Customer Success, Project Management , Data Analytics, Cyber Security
• Ability to use customer relationship management (CRM) software, such as Salesforce, or Zendesk
• Expertise in the industry the company operates in SaaS and cyber security, including its terminology and trends, to better understand customer needs

#LI-Remote

Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range

$75,600 - $89,600 USD

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

Learn more about Zscaler’s Future of Work strategy, hybrid working model, and benefits here.

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link._

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.