Senior Technical Success Manager

Role We are looking for a Technical Success Manager to join our team. This is a remote role based in Netherlands reporting to the Senior Manager, Technical Success Management in the Customer Success Organization department. You will guide customers through their Zero Trust journey as the central post-sales point of contact, helping customers adopt and maximize Zscaler's solutions to secure their digital transformation objectives. Your role centers on providing expert advice, building relationships, and ensuring successful solution adoption.

What you’ll do (Role Expectations)

• Understand customer goals, challenges, and technical needs to align with Zscaler solutions and drive satisfaction

• Build relationships with stakeholders, conduct reviews, and identify growth opportunities

• Anticipate challenges, provide proactive recommendations, and mitigate risks

• Maintain deep understanding of Zscaler products and contribute to internal and customer-facing Knowledge Base best practices

• Collaborate with Sales, Support, and Product teams to deliver a seamless customer experience

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)

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain

• 5+ years of experience in customer-facing roles with a blend of technical expertise and account management, including product feature implementations and best-practice adoption

• Experience troubleshooting network issues and familiarity with tools such as Ping, Traceroute, and MTR

• Knowledge of ISO/OSI protocols including HTTP, SSL/TLS, FTP, and DNS

• Ability to travel approximately 10% for customer-related requirements, with travel costs fully reclaimed

What Will Make You Stand Out (Preferred Qualifications)

• Experience utilizing AI-powered customer success platforms or predictive analytics tools to proactively identify customer adoption risks, anticipate technical escalations, and optimize retention strategies

• Experience running discovery discussions, building High/Low level design, and managing large-scale deployments or migrations

• In-depth understanding of enterprise networks, cloud security technologies like SASE, SSE, and ZTNA, and authentication protocols such as SAML, LDAP, and OAuth

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