Manager Technical Success

Framework Ventures; United States; Hybrid; USD 100,000 - 140,000; Full time

Benefits offered by this job

Various health plans

Time off for vacation and sick time

Parental leave options

Education reimbursement

Job summary

Zscaler is seeking an experienced Manager of Technical Success Management in the United States to lead a team focused on enhancing customer satisfaction and retention. The role involves mentoring the team, engaging with clients on security priorities, and managing customer relationships in the Japanese market. Candidates should have at least 5 years in customer-facing roles, strong analytical skills, and fluent Japanese communication abilities. The position comes with competitive health plans, vacation time, retirement options, and other benefits.

Qualifications

• 5+ years of experience in customer success or account management.
• 2+ years in a leadership position focused on customer success.
• Fluent in Japanese and business-level English communication skills.

Responsibilities

• Lead and mentor a team of Technical Success Managers.
• Engage with key stakeholders to address business priorities.
• Organize biannual User Groups with key customers in Japan.

Job description

About Zscaler Zscaler accelerates digital transformation so our customers can be more agile, efficient, resilient, and secure. Our cloud native Zero Trust Exchange platform protects thousands of 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 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 make a positive difference on a global scale, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.

At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands‑on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer‑centric culture that fosters success, adoption, and continuous growth.

We are seeking an experienced Manager of Technical Success Management in Japan to lead a team of Technical Success Managers (TSMs) who are focused on our top accounts. Reporting to the Senior Director, Technical Success Management, you will be responsible for:

Leading, motivating, and mentoring your team to deliver customer satisfaction, retention, and measurable growth. Communicating account strategies and adoption plans aligned to Zscaler’s customer post‑sales journey. Engaging with service owners and key stakeholders among the customer base to address business and security priorities. Organising biannual User Groups with key customers in Japan to elevate Zscaler’s brand impact and drive awareness in the market. Collaborating with Product Management, providing feedback on customer requirements and ensuring alignment with solutions delivery.

What We’re Looking For (Minimum Qualifications)

5+ years of experience in customer success, account management, or similar customer‑facing roles, including 2+ years in a leadership position focused on customer-focused teams. Demonstrated success driving customer adoption, renewal, and satisfaction in the Japanese market. Experience building strong customer relationships and serving as a point of escalation for customer challenges. Solid analytical skills to monitor trends, identify risks, and create data‑driven customer success strategies. Fluent‑Japanese and business‑level English communication skills, with experience engaging with local teams.

What Will Make You Stand Out (Preferred Qualifications)

Experience managing customer relationships in a B2B SaaS environment, ideally within cybersecurity or cloud services. Foundational knowledge of networking and security technologies, with familiarity in cloud computing solutions. Experience with customer engagement programs, such as hosting events, webinars, or user groups. Industry certifications such as CISSP, CCNA, Network+, or entry-level certifications from cloud providers like AWS, Google, or Microsoft. Ability to adapt to rapidly changing customer needs and thrive in high-growth environments.

Benefits

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

EEO and Related Information

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.

Learn more about Zscaler’s Future of Work strategy, hybrid working model, and benefits here.

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