Director Technical Success

Role We are looking for a Director Technical Success Management  to join our team.

This is a Hybrid role reporting to the VP of Customer Success in the Customer Success department.

Zscaler accelerates digital transformation by protecting thousands of enterprise customers through its pioneering AI-powered Zero Trust Exchange platform.

In this strategic leadership role you will scale a high-performing technical success organization elevate leadership capabilities across your team and drive exceptional customer outcomes retention and platform value across the region.

What you’ll do (Role Expectations)

• Lead coach and develop a team of managers and Technical Success Managers to build a strong leadership bench and foster a customer-centric culture

• Take end-to-end regional ownership of customer success outcomes including satisfaction retention adoption and expansion

• Drive innovation in customer engagement models team operating rhythms and success programs to improve scale and efficiency

• Build trusted relationships with executive customer stakeholders and serve as a senior escalation point for strategic situations

• Partner cross-functionally with Sales Support Product and Professional Services to advocate for customer needs and optimize the overall experience

Who You Are (Success Profile)

• You are customer-obsessed building deep empathy for enterprise clients and anchoring decisions in solving their real-world security and business objectives.

• You act like an owner taking full accountability for regional outcomes while navigating seamlessly between high-level strategy and hands-on execution.

• You think at scale connecting daily operations to the broader company mission and building repeatable processes and teams that are built to last.

• You are a high-trust collaborator partnering cross-functionally and building executive relationships through candid respectful communication.

• You operate with urgency maintaining speed and high standards to deliver rapid measurable results for both customers and internal teams.

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

• 10+ years of experience in customer success account management technical account management or similar customer-facing roles

• 5+ years of senior leadership experience managing managers and building high-performing scalable organizations

• Demonstrated success driving customer adoption retention satisfaction and growth in a complex enterprise environment

• Strong executive presence with the ability to build trusted relationships with senior customer stakeholders and internal executives

• Strong analytical and operational skills with experience using data to assess risk and drive strategic decision-making

What Will Make You Stand Out (Preferred Qualifications)

• Experience leading customer success or post-sales teams in a B2B SaaS environment ideally within cybersecurity networking or cloud services

• Strong understanding of networking and security technologies with familiarity in cloud computing solutions

• Industry certifications such as CISSP CCNP CCIE Network+ or cloud provider certifications across AWS Google Cloud or Azure

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