Director, Technical Success

About Zscaler Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate—we re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership, and accountability. We value high-impact, high-accountability with a sense of urgency where you re enabled to do your best work and embrace your potential. If you re driven by purpose, thrive on solving complex challenges, and want to be part of the team that s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.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