Manager, Technical Success Management

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

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