Senior Technical Success Manager

Job description

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 an experienced Sr. Technical Success Manager (Sr.TSM) to join our team. This is a hybrid role based in Mohali/Bangalore, reporting to the Manager, Technical Success within the Customer Success department. You will serve as a strategic technical advisor, deeply understanding customer goals to align our solutions and drive long-term satisfaction by guiding customers through their Zero Trust journey as the central post-sales point of contact. By building strong stakeholder relationships and providing proactive recommendations, you will be helping customers adopt and maximize Zscaler's solutions to secure their digital transformation objectives. What you’ll do (Role Expectations) • Build and nurture deep relationships with key customer stakeholders and operational service owners across a complex portfolio of accounts to define and prioritize strategic alignment between customer objectives and Zscaler goals. • Offer expert technical guidance, proactive recommendations, and robust Technical Governance to develop customized strategies for the seamless integration and operationalization of Zscaler solutions. • Proactively Drive Adoption by identifying actionable insights, anticipating technical hurdles, and developing comprehensive risk mitigation plans to ensure long-term customer success and uncover strategic growth opportunities. • Provide technical expertise and organizational leadership to manage complex escalations, collaborating across Sales, Support, and Product teams to coordinate resolutions and deliver a high-impact customer experience. • Master Zscaler products and services to participate in the creation and sharing of intellectual capital—including best practice guides, playbooks, videos—to strengthen the Customer Success team’s collective impact. 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 something meaningful. • 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. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution. • You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact. • 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 a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose. What We’re Looking for (Minimum Qualifications) • 8+ years of experience in customer-facing technical roles, featuring 3+ years driving value in Technical Account Management, Customer Success, Solutions Delivery, or Sales Engineering within the Cloud, Web Security, Networking, or Infrastructure domains. • Strong technical acumen with the ability to align customer business challenges to the Zscaler portfolio for desired business and security outcomes • Proven ability to analyze customer data to gain key insights and develop tailored adoption strategies and risk mitigation plans. • Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain • Solid understanding of core networking protocols such as HTTP, DNS, SSL and technologies like DLP, Sandbox, SDWAN, CASB as well as some ability to troubleshoot network issues using tools like Ping, Traceroute, and MTR What Will Make You Stand Out (Preferred Qualifications) • Experience leveraging AI-powered operational analytics or predictive health-scori