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 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.
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 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.
The Zscaler Sales and Go-to-Market team is a global group of professionals who are passionate about delighting our customers, nurturing trusted partnerships, and sharing their expertise to drive a secure, cloud-enabled digital future and further cement our position as the world leader in cloud security. Sales, Customer Success, Sales Enablement, Solution Architects, Business Development, Transformation, and Technology Partnerships all work together to demonstrate the power and agility of Zscaler cloud transformation to the world.
We're looking for an experienced Senior Customer Success Manager to join our Customer Success Management team. Reporting to the Manager, Customer Success Management, you'll be responsible to:
Work closely with customers to translate their business objectives into actionable goals, and develop adoption plans to achieve a demonstrable return on investment.
Develop and execute customer success plans tailored to each customer's needs, driving adoption, renewal, and expansion opportunities.
Identify and manage risks to the customer's adoption strategy, leveraging strategies to guide and incentivize deployment of unused entitlements. Develop and execute risk mitigation plans.
Keep customers informed about new product features and how they can be leveraged to meet customer use cases. Provide security posture assessments and identify areas for improvement.
Regularly engage with customers through face-to-face onsite visits or remote web sessions to ensure ongoing success.
Conduct regular business reviews with customer leadership to demonstrate value realization, explore new adoption opportunities, and drive continual improvement through trend analysis.
Manage escalations related to business-critical issues and educate customers on Zscaler’s technologies and competitive advantages. Facilitate effective communication between customers and Zscaler’s product management/engineering teams.
Secure renewal agreements based on success plan outcomes and support sales efforts by providing valuable customer insights. Maintain awareness of customer post-sales health and ecosystem.
Provide training and resources to help customers maximize their use of our solutions and stay informed about new features and updates.
Partner with sales, product, and support teams to ensure a cohesive approach to customer success and address any gaps in service delivery.
10+ years in customer-facing roles like Customer Success, Technical Account Management, Infrastructure Project Management or Solutions Engineering, especially in security and networking within the enterprise space.
Extensive experience in security and networking within the enterprise market, including in-depth knowledge of cloud-based security models, network architectures, security fundamentals (e.g., Firewalls, Proxies, Web Security Gateways), and advanced security concepts like Zero Trust Architecture.
Proven success in managing large, multimillion-dollar accounts with a focus on customer success, retention, and maximizing value.
Experience with translating customer business challenges into actionable strategies using Zscaler’s solutions and data insights.
Experience establishing communication and engagement with customers, with confidence in engaging senior leadership and C-level executives.
Coordinate cross-functional teams to achieve shared goals.
Familiarity with key network protocols (HTTP, DNS, TCP/IP, etc.) and experience using network troubleshooting tools.
Experience establishing communication and engagement with customers with prospects and managing risks effectively.
Open to traveling for in-person meetings with customers.
Bachelor's degree in Computer Science, Engineering, or a related field.
Experience in implementing or supporting web and email security solutions.
Strong background in high-tech networking and the information security industry.
Deep understanding of enterprise networks, infrastructure, and experience with network troubleshooting tools, packet captures, and diagnostics.
Experience with Microsoft Active Directory, system administration (Windows, Linux, FreeBSD), and familiarity with protocols like HTTP, SMTP, DNS, LDAP, and FTP.
Knowledge of routing and switching architectures (Cisco, Juniper).
Advanced cyber security industry certifications.
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At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website.
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!
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 proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration 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 characteristics 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. For additional information about the federal requirements, click here.
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.
اطلب مساعدة الخبراء لكتابة سيرة ذاتية مميزة.