Technical Success Manager
At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth.
We're looking for an experienced TSM to join our Customer Success team. Reporting to the Manager, Technical Success Management, you will be responsible for:
- Understanding customer goals, challenges, and technical needs to align with Zscaler solutions and drive satisfaction
- Building relationships with stakeholders, conduct reviews, and identify growth opportunities
- Anticipating challenges, provide proactive recommendations, and mitigate risks
- Understanding of all Zscaler products & service and contribute to best practices for implementing Zscaler products in both internal and customer-facing Knowledge Base
- Collaborating with teams, including Sales, Support, and Product, to deliver seamless customer experience
What We're Looking for (Minimum Qualifications)
- 5+ years of experience in customer-facing roles with a blend of technical expertise and account management
- Demonstrated experience product feature implementations, and best-practice adoption
- Experience with operating systems such as Linux, Unix, and Free BSD
- Experience troubleshooting network issues and familiarity with the necessary tools. (Ping, Traceroute, MTR)
- Experience of protocols such as HTTP, SMTP, FTP, and DNS
What Will Make You Stand Out (Preferred Qualifications)
- Experience in running discovery discussions, building High/Low level design and familiarity with managing large-scale deployments or migrations
- In-depth understanding of enterprise networks, infrastructure and hands-on experience on cloud security technologies (e.g., SASE, SSE, ZTNA)
- Experience with open-source system administration and authentication protocols like SAML, LDAP, and OAuth
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