Customer Success Manager

About Zscaler

Serving thousands of enterprise customers around the world including 40% 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. 

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

• Building and nurturing relationships with key customer stakeholders & operational service owners in order to define and prioritize the strategic alignment between your customer’s objectives and Zscaler’s goals
• Offering technical guidance, product insights, and best practices for integration, expansion, and operationalization of Zscaler solutions for your customers through the development of customized technical strategies/plans
• Providing technical expertise & organizational skills to manage escalations and coordinate resolutions with internal and external teams
• Working proactively with internal and external teams to identify adoption insights, develop adoption/risk plans, and partner with Zscaler teams to manage and mitigate risks to your assigned customers
• Participating in the creation, updating, and sharing of intellectual capital (training, knowledge base articles, best practice guides, playbooks, runbooks, etc.) to help make the Customer Success team better, stronger and faster

What We’re Looking For (Minimum Qualifications)

• 5+ years experience in a customer-facing role, such as Solutions Delivery, Customer Success Management, Technical Account Management, or Sales Engineering
• 5+ years experience in Cloud Services Architectures, Web-based Security, Networking, or Infrastructure Solutions
• Strong communication skills, with written, verbal, & presentation experience that enables you to consultatively shape and influence internal and external decisions
• Strong technical acumen with the ability to align the customer’s business challenges to the Zscaler portfolio in order to meet the customer’s desired business & security outcomes
• Ability to analyze customer data to gain key insights and develop an adoption strategy/risk mitigation plan tailored to the specific customer

What Will Make You Stand Out (Preferred Qualifications)

• A background in Cloud & Networking Security technologies such as SD-WAN, MPLS, SWG, DLP, VPNs, CASB, etc.
• Experience with troubleshooting methodologies & escalation management in order to isolate technical & organizational issues, determine next steps for troubleshooting, and drive problem resolution
• Industry Certifications such as CISSP, CCNP, CCIE, Network+, or equivalent, as well experience or certifications from cloud providers such as AWS, Google, & Microsoft

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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:

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.