Manager, Technical Success Management

About Zscaler Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise , we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate —we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession , collaboration, ownership, and accountability. We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity. Role: We are looking for a Manager, Technical Success Management (TSM) to join our team. This is a Remote role preference given to applicants located in the Central Time Zone reporting to the Director, Technical Success Management in the Customer Success organization. You will lead a team of Technical Success Managers in the Americas South Region to drive customer success, retention, and seamless adoption of Zscaler’s Zero Trust platform. In this role, you will deliver exceptional customer experiences, address business and security needs, and accelerate product adoption through strategic leadership and hands-on support. What you’ll do (Role Expectations) Lead and mentor your team to drive satisfaction, retention, and measurable growth Build relationships with stakeholders to ensure customer success and revenue expansion Communicate Zscaler’s value to diverse audiences and resolve technical or business challenges Collaborate cross-functionally to advocate for customer needs and enhance experiences Monitor KPIs like NPS, renewals, and product adoption to inform continuous improvement Who You Are (Success Profile) You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what’s needed, navigating seamlessly between high-level strategy and hands-on execution. You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust. You are customer-obsessed. You build deep empathy for the customer—both internal and external—and anchor your decisions in solving their real-world problems. You champion their needs from start to finish, knowing their success is our success. You are a positive force. You approach hard problems with constructive energy and a 'can-do' spirit that is contagious, inspiring your team to stay focused on the solution. You operate with urgency. You understand that in a high-growth environment, speed and quality are not mutually exclusive. You have a relentless focus on execution and a bias for action, delivering high-impact results quickly to win for the customer and the team. What We’re Looking for (Minimum Qualifications) Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving 5+ years of experience in customer success, account management, or similar customer-facing roles, including 2+ years in a leadership position building high-performing teams Demonstrated success in driving customer adoption, retention, and satisfaction in your assigned region Experience building executive-level relationships and serving as the escalation point for customer incidents Strong analytical skills for identifying trends, forecasting behavior, and creating data-driven strategies for success Passion for delivering exceptional customer experiences and driving growth through results-oriented performance management What Will Make You Stand Out (Preferred Qualifications) Industry certifications such as CISSP, CCNP, CCIE, Network+, or cloud provider certifications (AWS, Google, Microsoft) Experience managing customer relationships in a B2B SaaS environment, ideally within cybersecurity or cloud services Solid understanding of networking and security technologies, with familiarity in cloud computing solutions, AI security frameworks, and AI threat prevention #LI-NH1 #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 $143,000 — $205,000 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 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.