Senior Technical Success Manager

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 200+ public data centers globally and thousands of private sites at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.

Role

We are looking for a Sr. Technical Success Manager (TSM) to join our US Public Sector team. This is a Remote role, reporting to the Manager of Technical Success Management in the Customer Success department. This role supports accounts across the United States and candidates should be willing to work in the Eastern or Central Time Zone. Some travel to customer sites may be required. At Zscaler, Customer Success is a global, customer-obsessed team that delivers high-impact experiences from initial deployment through the full customer lifecycle, combining deep technical expertise, data-driven insights, and hands-on partnership to support a portfolio of accounts across the US Federal Government.

What you’ll do (Role Expectations)

• Drive adoption and value realization by aligning Zscaler solutions to customer business goals, tracking adoption milestones, and monitoring health metrics

• Own customer relationships through regular business reviews (QBRs/EBRs) with technical stakeholders and executive sponsors

• Proactively manage risk by identifying early warning signals and developing mitigation plans to protect retention and renewal outcomes

• Support highly regulated FedRAMP moderate and high customers (IL2-4 and IL5)

• Enable and educate customers on feature adoption, best-practice rollouts, and new capabilities while contributing to internal and customer-facing knowledge bases

Who You Are (Success Profile)

• You thrive in ambiguity by building the path as you walk it and viewing uncertainty as the raw material to build something meaningful.

• You act like an owner with a passion for the mission, moving fluidly between high-level strategy and hands-on execution.

• You are a problem-solver who runs toward hard challenges and focuses on solutions that deliver maximum impact.

• You are a high-trust collaborator who is ambitious for the team and gives candid, respectful feedback to earn trust.

• You are a continuous learner with a growth mindset who actively seeks feedback and shows up with purpose every day.

What We’re Looking for (Minimum Qualifications)

• U.S. citizenship is required for this position and the ability to gain and maintain a DoD/DoW security clearance (SECRET or TS)

• 5+ years in customer-facing technical roles combining hands-on technical expertise with account management responsibility

• Working knowledge of FedRAMP and the security and compliance requirements governing US Federal Government customers

• Solid grasp of core networking protocols (HTTP, HTTPS, DNS) and hands-on troubleshooting experience with tools such as Ping, Traceroute, MTR, and Wireshark across Linux, Unix, or Windows environments

• Familiarity with cloud security technologies including SASE, SSE, ZTNA, ZIA, and ZPA in a post-sales or advisory capacity, alongside knowledge of enterprise infrastructure and authentication protocols including SAML, LDAP, and OAut...