Senior Technical Success Manager

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 Senior Technical Success Manager to join our Customer Success team. This is a remote role based in Minnesota, Illinois, Wisconsin, or Ohio, reporting to the Senior Manager, Technical Success. In this role, you will drive deep product adoption and oversee technical strategy for our top-tier customers. Serving as a primary technical advisor and liaison, you will lead the charge in resolving intricate infrastructure challenges and providing expert implementation consulting, ensuring customer requirements directly inform our ongoing product development.

What you’ll do (Role Expectations)

Manage premium customer support relationships across multiple channels while maintaining elite standards for responsiveness and service quality.

Partner with Field Sales to drive successful deployments and serve as a trusted advisor for web and email security implementation projects.

Act as the dedicated liaison for Premium Support customers, managing escalations and providing critical cloud update notifications to ensure optimal availability.

Deliver high-impact on-site and virtual product training to empower customers with the latest Zscaler technologies.

Monitor customer environments to provide proactive recommendations and translate field insights into product requirements for the Product Management team.

Who You Are (Success Profile)

You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build somethi