Role Description As the Director, Customer Success (Digital), you will define and lead Unite Us’ digital customer success strategy for low-touch, scaled, and self-service customer segments. You will drive the evolution of the customer journey through operational excellence, customer lifecycle innovation, automation, and data-driven engagement strategies that improve adoption, retention, expansion, and long-term customer outcomes at scale. You will partner cross-functionally with Customer Success, Sales, Product, Marketing, Operations, and Enablement leadership to ensure a seamless and measurable customer experience across the full lifecycle. You will be a strategic operator with strong leadership capabilities, deep customer success expertise, and the ability to influence organizational priorities. You will lead a high-performing team responsible for digital engagement strategies, customer lifecycle programs, process optimization, and scalable account management initiatives that increase efficiency and customer value. Highly analytical and customer-obsessed, you will translate business goals into scalable programs, systems, and operational frameworks that support Unite Us’ growth objectives. Qualifications - 8+ years of experience in Customer Success, Customer Success Operations, Account Management, or related customer-facing leadership roles. - Proven success designing and scaling digital customer success programs for high-volume customer portfolios. - Familiarity with CRMs (i.e. Salesforce and/or Customer Success Platforms) and experience developing processes that include these tools. - Strong leadership, people management, executive communication, stakeholder management, and strategic planning capabilities. - Ability to leverage AI-driven tools and automation to optimize operational efficiency, scale customer engagement, and enhance customer success outcomes is a plus. Requirements - Define and execute the strategic roadmap for Unite Us’ Digital Customer Success programs. - Establish long-term operational and customer engagement strategies that improve retention, product adoption, customer health, and expansion opportunities across customer segments. - Partner with senior leadership and cross-functional partners to align digital customer success initiatives with broader company objectives and growth strategies. - Serve as a strategic and operational advisor to Customer Success leadership on customer lifecycle optimization, segmentation strategy, and digital engagement best practices. - Design and operationalize effective and scalable customer success programs that leverage automation, segmentation, AI-driven insights, and digital engagement methodologies. - Own and continuously refine the customer journey for low-touch and self-service customers, ensuring clear paths to onboarding, adoption, maturity, renewal, and expansion. - Develop scalable lifecycle campaigns and targeted nurture programs tailored to customer personas, market segments, and product adoption patterns. - Establish playbooks, frameworks, and operational standards that create consistency across the Customer Success organization. - Drive process optimization initiatives that improve efficiency, reduce customer friction, and increase team effectiveness. - Drive collaboration with Sales, Product, Marketing, Support, Enablement, RevOps, and Data teams to improve the end-to-end customer experience. - Influence upstream and downstream processes that impact customer sales, onboarding, implementation, adoption, support, and renewal outcomes. - Partner with Product and Marketing teams to create customer education strategies, self-service resources, and scalable enablement content. - Align with Revenue Operations, Finance and Customer Success leadership on forecasting, customer health modeling, and success metrics. - Build, mentor, and lead a high-performing Digital Customer Success team focused on operational excellence and customer impact. - Lead through influence across matrixed teams and stakeholders. Benefits - Medical, Dental, and Vision insurance for team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits. - Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members. - Flexible Time Off, including volunteer days and mental health days, plus 14 paid, company-wide holidays. - Paid Parental Leave, including adoptive parents. - Employee Resource Groups (ERGs) to connect and engage with colleagues, like Military Veterans. - Tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits. - 401(k) with Employer Match, immediate vesting, and financial wellness resources. - Life and AD&D insurance, with the option to purchase additional coverage for yourself and your dependents. - Disability Coverage. - Accident Insurance. - Pet Insurance. - All necessary equipment to perform your duties, including a computer, mouse, keyboard, and other items on our approved list of WFH supplies.

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. Role We are looking for a Senior Technical Success Manager to join our Customer Success team. This is a remote role based in Minnesota, Illinois, Wisconsin, or Ohio, reporting to the Senior Manager, Technical Success. In this role, you will drive deep product adoption and oversee technical strategy for our top-tier customers. Serving as a primary technical advisor and liaison, you will lead the charge in resolving intricate infrastructure challenges and providing expert implementation consulting, ensuring customer requirements directly inform our ongoing product development. What you’ll do (Role Expectations) - Manage premium customer support relationships across multiple channels while maintaining elite standards for responsiveness and service quality. - Partner with Field Sales to drive successful deployments and serve as a trusted advisor for web and email security implementation projects. - Act as the dedicated liaison for Premium Support customers, managing escalations and providing critical cloud update notifications to ensure optimal availability. - Deliver high-impact on-site and virtual product training to empower customers with the latest Zscaler technologies. - Monitor customer environments to provide proactive recommendations and translate field insights into product requirements for the Product Management team. 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. You adapt to what’s needed, navigating seamlessly between high-level strategy and hands-on execution. - You are a problem-solver. You seek out challenges because you are energized by finding solutions, 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 never stop developing yourself, 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) - Extensive experience in account management with a focus on pre- and post-sales support for web and email security solutions. - Bachelor’s degree in computer science or engineering, or equivalent professional industry certifications. - Expert-level knowledge of enterprise networks, infrastructure, and advanced protocol workflows. - Mastery of network troubleshooting tools including Wireshark, WinMTR, and Fiddler. - Demonstrated ability to communicate complex technical solutions clearly to diverse stakeholders and prospects. What Will Make You Stand Out (Preferred Qualifications) - Advanced knowledge of core protocols such as SSL/TLS, ICMP, and FTP with deep experience in packet capture analysis. - Expertise in L2/L3 devices, advanced security concepts like IPS/IDS/DLP, and authentication protocols such as SAML and LDAP. - Proficiency in shell scripting and SQL combined with a strong understanding of Cisco or Juniper routing and switching architectures. #LI-TJ1 #LI-remote Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training. The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits. Base Pay Range $140,000—$200,000 USD 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.

Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members. As a Lifecycle Specialist on the Digital Success & Expansion team, you will help build and run the programs that keep Apollo’s unmanaged customers healthy and growing. You will turn strategy into execution by setting up journeys, launching campaigns, and making sure the right messages reach the right customers at the right time. You will report to the Senior Manager, Digital Success & Expansion, and work primarily within the scope of that team. With high level guidance from your manager, you will own the details of execution and look for ways to improve how we work over time. This role is a good fit for someone who enjoys building, shipping, and iterating customer success/lifecycle programs, and who wants to grow their craft toward owning larger customer journeys and projects in the future. Responsibilities: Build and launch lifecycle campaigns - Implement Customer Journey campaigns in our engagement tools across email, in-app, SMS, and push. - Configure segments, triggers, and workflows based on definitions from your manager and cross-functional partners. - Own QA for your campaigns, including audience checks, testing, link and tracking validation, and monitoring for issues after launch. Operationalize the unmanaged customer journey - Translate customer/lifecycle journey maps into concrete programs and assets, such as welcome flows, activation nudges, reactivation series, and expansion prompts. - Maintain and update the catalog of live journeys, including documentation, naming conventions, and change logs. Monitor health signals and triggers - Work with Data and Ops to make sure the right events and properties are flowing into lifecycle tools for targeting and reporting. - Regularly review signal and trigger performance, such as log-in activity, credit usage, feature adoption, and seat changes, and flag issues or opportunities to your manager. Partner on content and playbooks - Collaborate with Lifecycle Marketing, Support, GTME, and Sales to translate playbooks into lifecycle messages, templates, and sequences. - Gather feedback from customer-facing teams on what is working and help roll those learnings back into programs. Support experimentation and reporting - Help set up and run experiments across subject lines, offers, flows, and channels. - Pull and organize basic performance data from lifecycle tools and analytics platforms and contribute to campaign and program readouts. - Track and share standard metrics for your programs, such as open and click rates, conversion to key actions, and impact on usage or seats. Keep the system running smoothly - Proactively identify issues, such as overlapping campaigns, conflicting rules, or stale content, and suggest improvements. - Help maintain consistent processes, documentation, and quality standards across the Digital Success & Expansion pod. Competencies & Experience: Must‑Have Experience - 2 to 5 years of experience in B2B SaaS in roles such as Customer Success, Digital Customer Success, Account Management, Sales, Lifecycle marketing, Marketing operations, growth operations, scaled customer success, Customer Support, or a similar execution-focused role. - Hands-on experience building and launching campaigns in lifecycle or engagement tools, for example Customer.io, Braze, Iterable, HubSpot, Salesforce, Totango, Churnzero, Gainsight or similar platforms. Experience with Claude Co-work a plus! - Comfortable working with segments, triggers, and event data, and able to spot issues in targeting or logic - Strong attention to detail and quality. You care about accurate audiences, clean execution, and clear documentation. - Analytical mindset. You can read dashboards, compare performance across variants, and summarize what you are seeing in simple, clear language. - Communicate clearly in writing and are able to draft or refine short lifecycle messages, and you are open to feedback that helps improve copy and outcomes. - Collaborative and inclusive teammate who engages well in a remote-first environment, listens to diverse perspectives, and focuses on solutions. - Seek feedback from your manager and peers, while looking for opportunities to grow your skills. - Curious about AI-native workflows and interested in using AI tools to speed up production and make customer experiences more relevant. Nice‑to‑Have Experience - Experience specifically driving seat expansion, multi‑team rollouts, or cross‑department adoption within existing accounts. - Familiarity with product analytics tools (e.g., Amplitude, Mixpanel, internal dashboards) and/or basic SQL or BI tools. - Experience contributing to modular design systems for email or in‑product messaging. - Prior involvement in building churn‑prevention or save programs. The listed Pay Range reflects the total cash compensation inclusive of annual base salary and annual bonus as applicable. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonus target and annual base salary for the role. This salary range may be inclusive of several career levels at Apollo and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role who are not located in the US may request the annual salary range for their location during the interview process. Additional benefits for this role may include: equity; company bonus or sales commissions/bonuses; 401(k) plan; at least 10 paid holidays per year, flex PTO, and parental leave; employee assistance program and wellbeing benefits; global travel coverage; life/AD&D/STD/LTD insurance; FSA/HSA and medical, dental, and vision benefits. Tier 1 Pay Range (San Francisco, New York City, Seattle) $105,300—$131,600 USD Tier 2 Pay Range (All other US Locations) $91,500—$114,400 USD The listed Pay Range reflects the total cash compensation inclusive of annual base salary and annual bonus as applicable. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonus target and annual base salary for the role. This salary range may be inclusive of several career levels at Apollo and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role who are not located in the US may request the annual salary range for their location during the interview process. Additional benefits for this role may include: equity; company bonus or sales commissions/bonuses; 401(k) plan; at least 10 paid holidays per year, flex PTO, and parental leave; employee assistance program and wellbeing benefits; global travel coverage; life/AD&D/STD/LTD insurance; FSA/HSA and medical, dental, and vision benefits. Pay Transparency Range $91,500—$131,300 USD We are AI NativeApollo.io is an AI-native company built on a culture of continuous improvement. We’re on the front lines of driving productivity for our customers—and we expect the same mindset from our team. If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here. Why You’ll Love Working at ApolloAt Apollo, we’re driven by a shared mission: to help our customers unlock their full revenue potential. That’s why we take extreme ownership of our work, move with focus and urgency, and learn voraciously to stay ahead. We invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact. Collaboration is at our core—we’re all for one, meaning you’ll have a team across departments ready to help you succeed. We encourage bold ideas and courageous action, giving you the freedom to experiment, take smart risks, and drive big wins. If you’re looking for a place where your work matters, where you can push boundaries, and where your career can thrive—Apollo is the place for you. Learn more here!

• Lead capture efforts for priority defense, maritime, autonomy, and dual-use opportunities • Develop and maintain capture plans, win strategies, competitive assessments, and execution timelines • Coordinate across Growth, Engineering, Operations, Finance, Product, and Leadership teams to mature opportunities and drive pursuit readiness • Support customer engagement activities including industry days, partner coordination, technical exchanges, and proposal development • Own internal capture management processes including schedules, action tracking, reviews, deliverables, and decision gates • Drive proposal execution including compliance management, artifact collection, staffing coordination, pricing support, and final submission readiness • Help identify and manage teaming partners, subcontractors, and strategic collaborators aligned to specific pursuits • Support pipeline management, forecasting, and opportunity prioritization activities • Ensure opportunities are aligned with Havoc’s operational capabilities, technical roadmap, and strategic priorities • Lead transition activities from capture to execution upon contract award • Establish and maintain program startup plans, schedules, milestones, and cross-functional coordination mechanisms • Serve as the operational bridge between Growth and Mission Operations teams to ensure continuity of customer expectations and delivery commitments • Track risks, dependencies, customer action items, and execution readiness throughout the program lifecycle • Coordinate internal stakeholders and resources to support successful delivery outcomes • Assist Program Managers and technical teams with customer reporting, milestone tracking, and execution coordination • Help ensure proposals are executable, realistic, and aligned with operational constraints and delivery capabilities • Support early-stage customer success and relationship continuity during initial execution phases • Build and improve scalable processes for capture execution, proposal management, and transition-to-delivery workflows • Maintain opportunity documentation, lessons learned, and institutional capture artifacts across the organization • Develop repeatable playbooks, templates, operating cadences, and internal best practices for growth and execution teams • Drive accountability across internal stakeholders to maintain momentum on strategic pursuits and operational priorities • Improve visibility, communication, and execution discipline across complex cross-functional efforts • Help establish operational rigor while maintaining agility in a fast-moving startup environment