Senior Technical Success Manager

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 OAuth
• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving

What Will Make You Stand Out (Preferred Qualifications)

• Prior experience supporting US Federal Government customers in a technical capacity
• Relevant industry certifications such as CCNA, CompTIA Security+, CompTIA Network+, CISSP, CCSP, CPHIMS, or CHIME
• AI-first mindset with the ability to build and implement end-to-end AI-enabled processes

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!