About this role
Zscaler (NASDAQ: ZS) 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.
Role
We are looking for an experienced Sr. Technical Success Manager (Sr.TSM) to join our team. This is a hybrid role based in Mohali/Bangalore, reporting to the Manager, Technical Success within the Customer Success department. You will serve as a strategic technical advisor, deeply understanding customer goals to align our solutions and drive long-term satisfaction by guiding customers through their Zero Trust journey as the central post-sales point of contact. By building strong stakeholder relationships and providing proactive recommendations, you will be helping customers adopt and maximize Zscaler's solutions to secure their digital transformation objectives.
What you’ll do (Role Expectations)
• Build and nurture deep relationships with key customer stakeholders and operational service owners across a complex portfolio of accounts to define and prioritize strategic alignment between customer objectives and Zscaler goals.
• Offer expert technical guidance, proactive recommendations, and robust Technical Governance to develop customized strategies for the seamless integration and operationalization of Zscaler solutions.
• Proactively Drive Adoption by identifying actionable insights, anticipating technical hurdles, and developing comprehensive risk mitigation plans to ensure long-term customer success and uncover strategic growth opportunities.
• Provide technical expertise and organizational leadership to manage complex escalations, collaborating across Sales, Support, and Product teams to coordinate resolutions and deliver a high-impact customer experience.
• Master Zscaler products and services to participate in the creation and sharing of intellectual capital—including best practice guides, playbooks, videos—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 i