Zscaler

About Zscaler

Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the company’s cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances. 

Zscaler was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. Zscaler’s purpose-built security platform puts a company’s defenses and controls where the connections occur—the internet—so that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.

Position: Customer Success Manager

The Customer Success Manager will play a key role in driving Customer Success, optimization and upsell of new business opportunities for customers by qualifying and nurturing customers in our rapidly growing business. Zscaler is a SaaS company operating in a high growth market which leverages the Annual Recurring Revenue (ARR) model to fuel its growth. Come and grow your career in the Cloud vertical by helping us enable our customers to achieve success.

The mission of Zscaler's Customer Success department is to transform the way our customers work, to lead them through their digital transformation, and support their business outcomes. Improve Experience for our customers, and their users, to get the best user experience while maximizing security in a global environment. Through world-class technical engagement, and ensuring our customers get the best out of the technology.

Engagement, a partner with our customers and partners, be their trusted advisors and turn them into raving fans of Zscaler.

Responsibilities/What You’ll Do

• Be the Trusted Advisor for our Major and Large Enterprise customers with a focus on Adoption, Retention & Experience
• Demonstrate a fundamental understanding of Zscaler Technology and articulate VALUE of our solution against competitors
• Understand & Align with Customer’s Business Objectives, their basic environment, Roadmap, Pain Points to Strategize their Success
• Own Customer Life Cycle & Account Management– from Sales Handover, Oversee & Ensure Timely Deployment, Consistent Engagement there-on building a Relationship of Trust & Transparency
• Lead regular strategic business reviews to communicate progress against agreed success plans and address risks
• Deliver Service Review Presentations Onsite to align Zscaler services with customer business initiatives and priorities
• Deliver Quarterly Business Reviews, Product Updates, Check-in’s etc, to re-enforce Zscaler Value, and identify Expansion & Experience Opportunities
• Regular cadence of Face-to-Face onsite customer visits or remote through web sessions
• Escalation Management, Stakeholder Management (Internal & External), Co-ordination between Product Management, Support groups, and other Cross-Functional teams.
• Work closely with Account Sales teams to help with Upsell/Cross-sell opportunities in existing customers
• Consistently meet and exceed the set Engagement & Transformational Goals

Skills and Abilities Required

• Highly motivated Pro-active self-starter, Prescriptive with attention to detail & an excellent Relationship Builder
• Has excellent communication, listening and articulation skills, including verbal, written and presentation skills
• Excellent meeting management and presentation skills, with the ability to confidently communicate at C-level
• Fosters and engages in a culture of teamwork and collaboration
• Organized, Adaptable Team Player, ability to Prioritize and work in a fast-paced, goal-oriented environment
• Ability to analyze and breakdown complex situations, develop action plans and lead cross functional team to key objectives
• Strong leadership skills with proven ability to influence inside and outside of the organization
• Strong sense of ownership and accountability
• Ability to manage influence through persuasion, negotiation, and consensus building
• Consultative nature, with the ability to build relationships and trust quickly
• Displays Highest levels of Professionalism & Integrity– at all times
• Good understanding of Security fundamentals such as Firewalls, Proxies and Web Security Gateways
• Familiarity with Network Architectures and network routing concepts
• Willing to travel to conduct in-person meetings with customers

Education and Experience:

• 9-15 Years of professional experience as CSM/Sales/Pre-Sales/Account Management or Support Experience with a Technical background
• Experience in a customer facing, service delivery-oriented role within a networking or security technical environment
• Bachelor's Degree or equivalent experience required

#LI-SP4

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status or any other characteristics protected by federal, state, or local laws.

See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules. For additional information about the federal requirements, click here.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.