Senior Technical Success Manager

Zscaler; Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Health plans

Vacation and sick time

Parental leave

Retirement options

Education reimbursement

In-office perks

Job summary

Zscaler is seeking an experienced Senior Technical Success Manager to join our Customer Success team in Singapore on a hybrid schedule. You will be the post-sale trusted advisor, aligning customer goals with Zscaler capabilities and guiding the Zero Trust journey across complex accounts.

You will build lasting relationships, provide proactive technical governance, drive adoption, and coordinate across Sales, Support, and Product to deliver superior outcomes and growth opportunities for strategic

Qualifications

• 8+ years in customer-facing technical roles with 3+ years in Technical Account Management, Customer Success, or related fields.
• Strong ability to translate customer challenges into Zscaler outcomes.
• Experience analyzing customer data to drive adoption strategies and risk mitigation.

Responsibilities

• Build deep relationships with key customer stakeholders and operational owners to align objectives with Zscaler goals.
• Offer expert technical guidance and governance to integrate and operationalize Zscaler solutions.
• Drive adoption by identifying insights, anticipating hurdles, and mitigating risks for long-term success.
• Provide technical leadership to manage complex escalations across Sales, Support, and Product teams.
• Contribute to intellectual capital by creating best-practice guides and playbooks.

Skills

Customer success mindset

Technical leadership

Strategic advisory

Stakeholder management

Problem-solving

AI/ML awareness

Networking concepts

Education

Bachelor's degree in CS/Engineering

Tools

AI/ML tooling familiarity

Job description

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 200+ public data centers globally and thousands of private sites at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

Role

We are looking for an experienced Senior Technical Success Manager (Sr.TSM) to join our team. This is a hybrid role based in Singapore, 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 it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.
• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution.
• You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact.
• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.
• You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.

What We’re Looking For (Minimum Qualifications)

• 8+ years of experience in customer-facing technical roles, featuring 3+ years driving value in Technical Account Management, Customer Success, Solutions Delivery, or Sales Engineering within the Cloud, Web Security, Networking, or Infrastructure domains.
• Strong technical acumen with the ability to align customer business challenges to the Zscaler portfolio for desired business and security outcomes
• Proven ability to analyze customer data to gain key insights and develop tailored adoption strategies and risk mitigation plans.
• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• Solid understanding of core networking protocols such as HTTP, DNS, SSL and technologies like DLP, Sandbox, SDWAN, CASB as well as some ability to troubleshoot network issues using tools like Ping, Traceroute, and MTR

What Will Make You Stand Out (Preferred Qualifications)

• Demonstrate a proven ability to leverage AI technologies and workflows to drive measurable operational efficiency.
• Experience leveraging AI-powered operational analytics or predictive health-scoring dashboards to proactively evaluate deployment health, uncover adoption blockages, and systematically mitigate customer risk
• In-depth understanding of enterprise infrastructure and cloud security technologies including SASE, SSE, ZTNA, AI Security.
• Comprehensive understanding of industry-specific workflows and operational processes alongside relevant industry certifications (e.g., CISSP, CCNP, CCIE, Network+, AWS, Azure, or Google Cloud)

Hybrid

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Benefits

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

Learn more about Zscaler's hybrid working model and benefits here.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules.

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 committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered 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 characteristic protected by federal, state, or local laws.

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.