Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and drive value. Our teams collaborate to identify solutions using competitor and industry trend analysis, providing valuable insights for strategic decision-making. We’re responsible for facilitating smooth transitions during organizational change efforts that promote employee adoption. You’ll be an integral part of solving challenges faced by our frontline teams to help make Zscaler more efficient and effective in meeting our customers’ needs.

We're looking for an experienced Senior Manager / Manager, Customer Success Management to join our team. Reporting to the Senior Director, Customer Success, you'll be responsible for:

• Drive Product and Feature adoption for the large customers
• Provide technical leadership during major incidents. Understand customer pain points and help drive escalations by coordinating between Product Management and Support groups.
• Interact with CISOs/Director/Manager level stakeholders. Work closely with the Team to drive Project and Engagement plans with the Customer team and Leadership
• Deliver Service Review Presentations Onsite / remotely to drive VALUE realization
• Hire, retain and manage the best talent to consistently deliver great experience to the customer.

What We’re Looking for (Minimum Qualifications)

• Direct management experience (3 years minimum) with demonstrated effective leadership leading technical and customer-facing teams.10+ years’ experience in a technical role involving networking or information security.
• People Management and Leadership skills. Should possess both sound technical background (Networking Technology) coupled with excellent business acumen to manage large Enterprise customers.
• Ability to manage escalations, and work in the fast pace of a rapidly growing company, so a calm head in a crisis is a must.
• Strong customer management skills during and post incident response and the ability to influence our clients choices.
• Provide input on the organisational strategic initiatives and drive these with the team

What Will Make You Stand Out (Preferred Qualifications)

• Intimate knowledge of HTTP, HTTPS, TCP and core networking protocols.
• Working knowledge of web-based security and network infrastructure, Security Proxies, such as NGFW, SSL/IPSec VPNs, and Firewalls.
• Vendor certification CISSP, CCIE, CCNP, JNCIE, or MCSE a distinct advantage.

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