Manager, Technical Success

Zscaler is seeking an experienced Manager of Technical Success Management in Japan to lead a team of Technical Success Managers (TSMs) focused on top accounts. This role involves leading, motivating, and mentoring the team to ensure customer satisfaction, retention, and growth. Key responsibilities include communicating account strategies, engaging with stakeholders on business and security priorities, organizing user groups, and collaborating with Product Management to align with solutions delivery. The manager will drive customer adoption and leverage data for success strategies, contributing to a customer-centric culture.

Must Have

• Lead, motivate, and mentor a team of Technical Success Managers.
• Deliver customer satisfaction, retention, and measurable growth.
• Communicate account strategies and adoption plans.
• Engage with service owners and key stakeholders to address business and security priorities.
• Organize biannual User Groups with key customers in Japan.
• Collaborate with Product Management, providing feedback on customer requirements.
• 5+ years of experience in customer success, account management, or similar customer-facing roles.
• 2+ years in a leadership position focused on customer-focused teams.
• Demonstrated success driving customer adoption, renewal, and satisfaction in the Japanese market.
• Experience building strong customer relationships and serving as a point of escalation for customer challenges.
• Solid analytical skills to monitor trends, identify risks, and create data-driven customer success strategies.
• Fluent-Japanese and business-level English communication skills, with experience engaging with local teams.

Good to Have

• Experience managing customer relationships in a B2B SaaS environment, ideally within cybersecurity or cloud services.
• Foundational knowledge of networking and security technologies, with familiarity in cloud computing solutions.
• Experience with customer engagement programs, such as hosting events, webinars, or user groups.
• Industry certifications such as CISSP, CCNA, Network+, or entry-level certifications from cloud providers like AWS, Google, or Microsoft.
• Ability to adapt to rapidly changing customer needs and thrive in high-growth environments.

Perks & Benefits

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

At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth.

We are seeking an experienced Manager of Technical Success Management in Japan to lead a team of Technical Success Managers (TSMs) who are focused on our top accounts. Reporting to the Senior Director, Technical Success Management, you will be responsible for:

• Leading, motivating, and mentoring your team to deliver customer satisfaction, retention, and measurable growth
• Communicating account strategies and adoption plans aligned to Zscaler’s customer post-sales journey
• Engaging with service owners and key stakeholders among the customer base to address business and security priorities
• Organising biannual User Groups with key customers in Japan to elevate Zscaler’s brand impact and drive awareness in the market
• Collaborating with Product Management, providing feedback on customer requirements and ensuring alignment with solutions delivery

What We’re Looking For (Minimum Qualifications)

• 5+ years of experience in customer success, account management, or similar customer-facing roles, including 2+ years in a leadership position focused on customer-focused teams
• Demonstrated success driving customer adoption, renewal, and satisfaction in the Japanese market
• Experience building strong customer relationships and serving as a point of escalation for customer challenges
• Solid analytical skills to monitor trends, identify risks, and create data-driven customer success strategies
• Fluent-Japanese and business-level English communication skills, with experience engaging with local teams

What Will Make You Stand Out (Preferred Qualifications)

• Experience managing customer relationships in a B2B SaaS environment, ideally within cybersecurity or cloud services
• Foundational knowledge of networking and security technologies, with familiarity in cloud computing solutions
• Experience with customer engagement programs, suchs as hosting events, webinars, or user groups
• Industry certifications such as CISSP, CCNA, Network+, or entry-level certifications from cloud providers like AWS, Google, or Microsoft
• Ability to adapt to rapidly changing customer needs and thrive in high-growth environments