Technical Success Manager

Technical Success Manager

Zscaler accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange™ platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 160+ public exchanges globally and thousands of private exchanges at the edge, the SASE-based Zero Trust Exchange is the world's largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world's hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.

We are looking for a Technical Success Manager to join our team. This is a remote role based in the UK reporting to the Manager of Technical Success Management in the Customer Success Organization department. You will guide customers through their Zero Trust journey as the central post-sales point of contact, helping customers adopt and maximize Zscaler's solutions to secure their digital transformation objectives. Your role centers on providing expert advice, building relationships, and ensuring successful solution adoption.

What you'll do (Role Expectations):

• Build and nurture relationships with key customer stakeholders and operational service owners to define and prioritize the strategic alignment between customer objectives and Zscaler goals
• Offer technical guidance, product insights, and best practices to develop customized strategies for the integration and operationalization of Zscaler solutions
• Provide technical expertise and organizational leadership to manage complex escalations and coordinate resolutions with internal and external teams
• Work proactively to identify adoption insights, develop risk mitigation plans, and partner with Zscaler teams to ensure long-term customer success
• Participate in the creation and sharing of intellectual capital, including best practice guides and playbooks, 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):

• 3+ years of experience in a customer-facing role such as Solutions Delivery, Customer Success Management, Technical Account Management, or Sales Engineering
• 3+ years of experience in Cloud Services Architectures, Web-based Security, Networking, or Infrastructure Solutions
• Strong communication and presentation skills with the ability to influence internal and external decisions
• 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

What Will Make You Stand Out (Preferred Qualifications):

• Experience in local government or the wider UK public sector, with knowledge of their methodologies and Security requirements.
• Deep background in Cloud and Networking Security technologies such as SD-WAN, MPLS, SWG, DLP, VPNs, and CASB
• Comprehensive understanding of industry-specific workflows and operational processes alongside relevant industry certifications (e.g., CISSP, CCNP, CCIE, Network+, AWS, Azure, or Google Cloud)