Senior Technical Success Manager-AMS

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’re looking for a Senior Technical Success Manager (Sr. TSM) to join our team. This is a hybrid role based in Bangalore, reporting to the Manager, Technical Success Management within the Customer Success department. You will lead the resolution of complex technical service and infrastructure issues for our most strategic customers. By serving as a high-accountability advisor and technical liaison, you will ensure seamless product adoption, provide expert consulting on security implementations, and bridge the gap between customer needs and product evolution. 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 gold and platinum 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. 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 (Mini