Manager Technical Success

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 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. Our Benefits progra...