Director, Enterprise & Commercial Customer Success

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Company Description

Traditional security companies are becoming less relevant as cloud adoption and digital transformation become the norm in every market industry and in every market segmentation. Zscaler has been a leader in Gartner’s MQ for 10 consecutive years and has helped shape the emerging SASE category (a true category creator). We are well positioned to dominate this massively growing cloud security market.

The Zscaler Sales Culture

Winning Technology and Products - We offer the best technology and products for the cloud first world. We pioneered cloud security and continue to grow our 70B + TAM by releasing new products every year.

Investing in People – A well-funded and world-class Sales Strategy and Enablement Team to help you succeed. Sales process, practical methods and training to help you ramp faster and close larger deals as companies accelerate their move to the cloud.

Supportive Leadership – An industry leading leadership team with strong values, off the chart business acumen that will help you succeed quickly, while providing mentorship and career growth.

Competitive; We Play to Win – We are playing in a rapidly growing TAM and huge market mega-shifts that leads directly to Zscaler; tracking a growth path similar to Salesforce, Workday, & ServiceNow

Job Description

Are you looking for an opportunity to have a significant impact at a great company while building your career? Zscaler is seeking an intelligent, high character Customer Success Management Leader to lead our Enterprise and Commercial customer segments in the Americas. 

In this role you will build & lead a team of managers and CSMs responsible for ensuring the success of our customers in the Enterprise and Commercial segments. You will be responsible for recruiting the top talent required to grow Zscaler, developing leaders to meet the demands of our high-growth business and ensuring that CSMs are effectively creating success for our customers, protecting our ARR and growing our customer relationships. Additionally you will be expected to develop strong cross-functional relationships with your peers in Sales, Technical Account Management, Support and Service, as these relationships will be critical to achieving our mission.

Your team of Customer Success Managers play a key role in driving customer success, optimization, and upsell of new business opportunities in the Americas by qualifying and nurturing the install base. Zscaler is a SaaS company operating in a high growth market that leverages the Annual Recurring Revenue (ARR) model to fuel its growth. 

The ideal candidate will possess excellent communication and consultancy skills. A strong track record of success is a must.

 Customer Success Organization Vision

We understand a client's desired transformation, measurable outcomes, and we have the roadmap to get there. We ensure clients have a high performing, quality, and secure experience. We facilitate mutual engagement, proactively, and reactively across network, security, and application layers with our client's executive contacts. We ensure clients are able to use Zscaler to its fullest and become raving fans for life.

Qualifications

Responsibilities:

  • Lead a growing team of 2 managers and 20 CSMs focused on our Enterprise and Commercial segments in the Americas
  • Establish an effective operating rhythm leveraging leading indicators to identify gaps in your team’s performance. Formulate and execute plans to improve performance. 
  • Keep pace with hiring requirements to support our high growth business. 
  • Proactively evaluate your team’s future needs and organizational changes to ensure we maintain growth. 
  • Exceed on-time renewal targets & product adoption targets. 
  • Partner closely with Sales to ensure your team is effectively identifying upsell opportunities. 
  • Partner closely with Services and Technical Account Management to ensure your team is effectively driving product adoption in the customer base. 
  • Partner closely with Product Management to ensure critical customer requirements are captured in our product road maps. 
  • Ensure your team is effective at identifying customers who are at risk of renewing and developing plans to remediate any risk.
  • Provide input on the organi​zation’s strategic initiatives and drive these with the team
  • Develop KPIs to support the strategic initiatives
  • Establish operational objectives and work plans
  • Drive behavior, motivate, and above all, support the team – coach them, contribute to customer pursuits, get your hands dirty – whatever it takes…
  • Hire and retain the best talent available
  • Develop the team through training and certification

What we expect from you: 

  • Direct management experience (2 years minimum) with demonstrated effective leadership in terms of improving supervision of costs, methods, and staffing. 
  • 5+ years’ experience in a consultancy role involving networking or information security.
  • Strong customer management skills during and post-incident response and the ability to influence our client’s choices.
  • Ability to interpret security reports to provide actionable improvements for our clients.
  • You must be a proven high performer with a solid track record.

What you can expect from us:

  • An environment where you will be selling cutting edge technologies and architectures
  • A fun, passionate and collaborative workplace
  • Competitive salary and benefits, including equity
  • The pace and excitement of working for a Silicon Valley Unicorn

Desired Skills:

  • Preferred past experience hiring/building and defining roles for a world-class Customer Success Management team up to 10-12 members
  • Our strong preference is a proven consultancy background in Internet and Security technologies such as SWG, Sandboxing, FireWall, DLP, VPNs, MPLS, SD-WAN or WAN Optimization.
  • Good understanding of Security fundamentals such as Firewalls, Proxies and Web Security Gateways.
  • Familiarity with Network Architectures and network routing concepts.
  • Highly motivated self-starter with competitive personality and strong attention to detail
  • Team player who possesses a desire and ability to work in a fast paced, goal oriented high growth sales environment
  • Exceptional communication skills, both oral and written, coupled with excellent listening skills

Education and Experience:

  • Bachelor’s degree in Engineering or Business
  • 5-10 years in customer-facing roles

Additional Information

All your information will be kept confidential according to EEO guidelines.

What You Can Expect From Us:

  • An environment where you will be working on cutting edge technologies and architectures
  • A fun, passionate and collaborative workplace
  • Competitive salary and benefits, including equity

Why Zscaler?
People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we’d love to talk to you about joining our award-winning team. 

Additional information about Zscaler (NASDAQ: ZS ) is available at https://www.zscaler.com. 

Zscaler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

#LI-MS5

What You Can Expect From Us:

  • An environment where you will be working on cutting edge technologies and architectures
  • A fun, passionate and collaborative workplace
  • Competitive salary and benefits, including equity

Why Zscaler?
People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we’d love to talk to you about joining our award-winning team. 
Additional information about Zscaler (NASDAQ: ZS ) is available at https://www.zscaler.com. 

Zscaler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

More Information on Zscaler
Zscaler operates in the Cloud industry. The company is located in San Jose, CA, Plano, TX, VA, WA, Alpharetta, GA, Burlington, MA and Raleigh, NC. Zscaler was founded in 2008. It has 6382 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Open door policy, OKR operational model, Team based strategic planning and Open office floor plan. To see all 197 open jobs at Zscaler, click here.
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