• Drive Strategic Technical Delivery: Lead execution and governance for our most complex, high-value AI implementation programs from scoping to deployment, ensuring they deliver measurable business impact. • Secure Retention and Accelerate Renewals: Partner closely with Sales, Account Management, and Customer Success executives to safeguard recurring revenue, proactively manage account health, mitigate churn risk, and secure multi-year renewals. • Drive Value Realization & Continuous Adoption: Partner with enterprise business sponsors post-go-live to define, track, and report on key business value metrics (ROI, cost reduction, throughput) to ensure deep platform adoption. • Establish Senior Executive Governance: Establish and lead Quarterly and Executive Business Reviews (QBRs/EBRs) with C-suite and VP-level stakeholders, aligning Instabase’s platform capabilities with their overarching corporate goals. • Proactively Unlock Expansion Opportunities: Act as an enterprise partner to identify new departments, use cases, and business processes that can be transformed by Instabase, driving upsell pipeline in collaboration with Sales. • Influence Product Strategy: Synthesize and champion critical product feedback, feature requests, and delivery challenges from our largest US accounts, partnering directly with Product and Engineering leadership to help steer the Instabase roadmap. • Mentor and Develop the Team: Serve as a mentor to mid-level and associate CEMs, model delivery best practices, and contribute to scaling team templates, playbooks, and strategic methodologies. • Manage High Ambiguity and Risk: Proactively navigate complex enterprise politics, manage escalations gracefully, and coordinate cross-functional resolution for technical, operational, or alignment risks.

• Own our CS tooling stack — including Claude, Vitally, Salesforce, Zendesk, and Zapier • Lead the design and deployment of AI-powered workflows and agents that reduce CSM administrative overhead, improve customer health visibility, and accelerate time-to-value • Monitor agent performance via CSAT, deflection rates, resolution accuracy, and escalation patterns — and act on what the data shows • Design clean handoff points between AI agents and human CSMs, ensuring context is preserved and customers don't feel the seam • Partner with Legal and Compliance to ensure agent interactions meet HIPAA obligations and do not surface PHI inappropriately • Identify and eliminate manual work through light automation, even before formal AI agent deployment

• Primary customer advocate and management focal point within Iron Mountain for all assigned customers, exercising independent judgement and discretion to resolve customer escalations • Ensures high-quality service delivery and customer satisfaction through proactive service management and rapid customer response; works in partnership with the NOC to ensure Iron Mountain service quality • Develops and maintains effective relationships to lead the delivery of data center solutions and services to clients & partners • Manages most aspects for customer implementation of Iron Mountain products and services, including customer installations and related projects – elicit requirements, monitor and summarize process of project schedule, evaluate and analyze risk. • Manage multiple related installations in parallel • Partners with sales and marketing to identify and help deliver on growth opportunities for Iron Mountain’s business with existing customers • Lead in person meetings and data center tours. Recognizes value-added customer service opportunities and proactively takes the lead in pursuing • Provides timely feedback to the company regarding service failures or customer concerns • Key participant in major incident process • Documents customer interactions in ServiceNow and Salesforce ServiceNow on a daily basis to support seamless experience across the customer lifecycle • Manages the streamlining of information flow between customers and the organization, escalating discussions, as appropriate, regarding technology-related status, expectations, concerns, and procedural changes • Analyzes and uses independent judgement to present detailed customer reporting packages, including customer audit participation; ensures reporting and communication is frequent and bi-directional • Ensures issues are resolved and implements corrective actions with urgency. Triages, tracks, prioritizes and resolves all client issues and requests; leveraging ServiceNow where appropriate • Assists the accounting team in resolution of customer related billing issues, which requires a detailed understanding of Iron Mountain’s technical specifications and calculation logic. • Ability to explain to our customers the organization and its business processes, products and services so they understand our plans, offerings, and capabilities • Provide second level support of our customers

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 Technical Success Manager to join our team. This is a hybrid role based in Paris, France, reporting to the 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 with operating systems such as Linux, Unix, and Free BSD - Experience troubleshooting network issues and familiarity with tools such as Ping, Traceroute, and MTR - Knowledge of protocols including HTTP, SMTP, FTP, and DNS 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 #LI-Hybrid #LI-MP1 Zscaler’s salary ranges are benchmarked and determined by role and level. The range displayed on this job posting reflects the minimum and maximum target for new hire base salaries for this position across all France locations. Individual pay placement within this range is determined based on objective, gender-neutral criteria including job-related skills, relevant experience, and education or training. The base salary range listed for this full-time position excludes commission/bonus/equity (if applicable) and benefits. Base Pay Range €63.000—€90.000 EUR 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 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.