Director, Technical Success

Director, Technical Success Overview

Zscaler is seeking a Director of Technical Success Management to join our team in London. This hybrid position reports to the VP of Customer Success within the Customer Success department. Zscaler is at the forefront of digital transformation, utilizing its AI-powered Zero Trust Exchange platform to protect numerous enterprise customers.

In this strategic leadership role, you will be responsible for scaling a high-performing technical success organization, enhancing leadership capabilities within your team, and driving exceptional customer outcomes, retention, and platform value across the region.

Key Responsibilities

• Lead, mentor, and develop a team of managers and Technical Success Managers to foster a strong leadership pipeline and a customer-focused culture.
• Take comprehensive ownership of customer success outcomes in the region, focusing on satisfaction, retention, adoption, and expansion.
• Innovate customer engagement models and operational strategies to enhance efficiency and scalability.
• Establish trusted relationships with executive stakeholders at customer organizations and act as a senior escalation point for critical issues.
• Collaborate cross-functionally with Sales, Support, Product, and Professional Services to advocate for customer needs and enhance the overall customer experience.

Qualifications

• A strong customer focus, demonstrating empathy for enterprise clients and making decisions that address their security and business needs.
• Proven accountability for regional outcomes, balancing high-level strategic thinking with hands-on execution.
• Experience in scaling operations and creating sustainable processes and teams.
• Excellent collaboration skills, with a track record of building executive relationships through open and respectful communication.
• Ability to work with urgency, maintaining high standards to achieve rapid and measurable results for customers and internal teams.
• At least 10 years of experience in customer success, account management, technical account management, or similar roles.
• A minimum of 5 years in senior leadership positions, managing teams and developing high-performing organizations.
• Demonstrated success in driving customer adoption, retention, satisfaction, and growth in complex enterprise settings.
• Strong analytical and operational skills, with experience in using data to inform risk assessment and strategic decisions.

Preferred Qualifications

• Experience leading customer success or post-sales teams in a B2B SaaS environment, particularly in cybersecurity, networking, or cloud services.
• Strong understanding of networking and security technologies, with familiarity in cloud computing solutions.
• Industry certifications such as CISSP, CCNP, CCIE, Network+, or cloud provider certifications across AWS, Google Cloud, or Azure.

At Zscaler, we are committed to creating a diverse and inclusive workplace that reflects the communities we serve. We offer a comprehensive benefits program to support our employees and their families throughout various life stages.

Degree Requirement: Not Specified

Visa Sponsorship May be