About Zscaler Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our 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 say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. 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 be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity. We are looking for a Sr. Technical Success Manager to join our Customer Success Organization. This is a UK based role, reporting to the Manager of Technical Success Management. 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 for our public sector partners. What you’ll do (Role Expectations) - Build and nurture relationships with key customer stakeholders and operational service owners to define and prioritize the strategic alignment between customer objectives and Zscaler goals - Offer technical guidance, product insights, and best practices to develop customized strategies for the integration and operationalization of Zscaler solutions - Provide technical expertise and organizational leadership to manage complex escalations and coordinate resolutions with internal and external teams - Work proactively to identify adoption insights, develop risk mitigation plans, and partner with Zscaler teams to ensure long-term customer success - Participate in the creation and sharing of intellectual capital, including best practice guides and playbooks, 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) - 5+ years of experience in a customer-facing role such as Solutions Delivery, Customer Success Management, Technical Account Management, or Sales Engineering - 5+ years of experience in Cloud Services Architectures, Web-based Security, Networking, or Infrastructure Solutions - Strong communication and presentation skills with the ability to influence internal and external decisions - 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 What Will Make You Stand Out (Preferred Qualifications) - Deep background in Cloud and Networking Security technologies such as SD-WAN, MPLS, SWG, DLP, VPNs, and CASB - Comprehensive understanding of industry-specific workflows and operational processes to optimize security and efficiency - Relevant industry certifications such as CISSP, CCNP, CCIE, or Network+, or certifications from cloud providers such as AWS, Google, or Microsoft #LI- Hybrid #LI-FO1 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 program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including: - 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 Future of Work strategy, hybrid working model, and benefits here. 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. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link. Pay Transparency Zscaler complies with all applicable federal, state, and local pay transparency rules. 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.

• Execute on established scaled strategies to elevate the new customer onboarding experience • Focus on the key metric of driving time-to-value and ROI by enabling rapid and successful onboarding, adoption, and business value for customers • Deliver the onboarding playbook including quickly building rapport with new end users, understanding their business use case and goals, delivering new user product training • Monitoring a high volume of customer accounts (±1000) for key risk measures, growth opportunities and overall health • Proactively engage sales and partner communities to drive awareness of Customer Success and bring in new end users to the program • Lead cross-functional collaboration with sales, support, and product teams

• Lead a team of 8-10 Lead CSM's that is dedicated to delivering a remarkable total customer experience • Support and direct new and existing Lead CSMs in strategies to build durable customer value • Serve as a coach and a leader, helping to develop the skills of your team as they grow in their career • Manage day-to-day operations of your team including: maintaining an accurate forecast, managing escalations from your direct reports, ensuring the delivery of high quality engagements throughout the customer lifecycle, and ensuring teams properly document activities in a timely manner • Champion initiatives to foster diversity, inclusion and belonging within the team and among peers in management • Analyze customer and performance data to make informed decisions about operational and process changes • Contribute to and co-manage segment and organization-wide initiatives to enable CSMs

• Proaktive Betreuung unserer B2B-Kund:innen inklusive kontinuierlicher Evaluation der eingesetzten Tools und Ableitung von Optimierungsansätzen • Spezialisierung auf den Schweizer Kundenstamm mit Verantwortung für technische und organisatorische Entscheidungen • Strukturiertes Onboarding für unsere neuen Kund:innen zur Sicherstellung einer optimalen Produktnutzung • Beratung von B2B-Kund:innen aus unterschiedlichen Branchen bei technischen und organisatorischen Fragestellungen in enger Zusammenarbeit mit Tech, Customer Service, Project Management, Business Development, Engineering und Product • Unterstützung bei der Koordination und Kommunikation innerhalb laufender Projekte • Systematische Sammlung und Weitergabe von Kundenfeedback an das Product-Team zur kontinuierlichen Weiterentwicklung des Produkts • Betreuung der Kund:innen nicht nur remote, sondern auch vor Ort, um optimale Beratung und Unterstützung sicherzustellen.