Customer Success Manager - East

As a Customer Success Manager at Zscaler, you will own a dedicated book of customers, act as their advocate, and ensure their needs are met. Your responsibilities will include managing cross-functional teams to ensure swift customer deployments, conducting monthly and quarterly business reviews, and collaborating with the sales team to identify expansion opportunities.

To qualify for the Customer Success Manager role at Zscaler, you’ll need at least 3 years of experience in a customer-facing role such as technical account management or solutions engineering. Additionally, familiarity with cloud service architectures and web-based security solutions is essential to effectively support our customers.

Successful Customer Success Managers at Zscaler excel in communication and relationship-building skills, as they act as trusted advisors to customers. Familiarity with internet and security technologies, along with a background in network transformation technologies such as SD-WAN, will also enhance your ability to meet customer needs effectively.

A Customer Success Manager at Zscaler should have knowledge of cloud services, web-based security technologies, and infrastructure solutions. Understanding security tools such as SWGs, firewalls, and DLP, as well as network transformation technologies like MPLS and SD-WAN, will greatly benefit your customers.

At Zscaler, professional development is a priority. The company provides education reimbursement and comprehensive training resources to help Customer Success Managers grow their skills and advance in their careers, ensuring they are well-positioned to support customers and succeed in their roles.

To prioritize customer needs effectively, I first engage in thorough communication to understand their objectives. I categorize requests based on urgency and impact on their business. Regular check-ins and feedback loops help me stay aligned with their expectations and adapt my approach. This demonstrates my commitment to their success.

In my previous role, I led a deployment for a major client where we integrated a cloud security solution within a tight deadline. I coordinated with multiple departments, set clear expectations, and facilitated regular updates. The result was a successful implementation that exceeded the client's expectations, enhancing their security posture rapidly.

I utilize a mix of personalized communication, regular business reviews, and value-driven feedback sessions to drive engagement. By actively showcasing how our solutions align with their business goals and addressing pain points, I foster a collaborative environment that encourages clients to leverage our offerings more fully.

I view difficult feedback as an opportunity for growth. I listen attentively to understand the customer’s concerns, validate their feelings, and assess details critically. Following that, I propose actionable solutions, ensuring that the customer feels heard and supported throughout the process.

While reviewing a client's usage metrics, I noticed they were nearing their bandwidth limit, impacting performance. I proactively scheduled a review meeting to discuss their growing needs and subsequently proposed an upsell option to enhance their service package. This doubled their contract value and improved their customer satisfaction.

Collaboration is vital in my role. Regular interactions with sales, product teams, and technical support ensure we present a united front to customers. This collective approach leverages diverse expertise to resolve issues more efficiently and aids in aligning customer objectives with our offerings.

I subscribe to industry publications, participate in online forums, attend webinars, and follow influential leaders on social media. This knowledge allows me to share valuable insights with my customers, helping them adapt to ongoing changes and utilize our technology to its fullest potential.

I track metrics such as Net Promoter Score (NPS), customer satisfaction ratings, product usage statistics, and renewal rates. These metrics provide insights into the health of customer relationships and highlight areas for improvement or further engagement.

I set clear expectations from the outset by detailing what the customer can expect from our products and services. Throughout our relationship, I provide regular updates, proactively address potential issues, and ensure transparency to build trust and maintain realistic expectations.

Working at Zscaler aligns perfectly with my passion for cybersecurity and customer advocacy. I admire the company’s commitment to innovation and its focus on delivering exceptional customer experiences. Joining a team that values collaboration and inclusivity resonate strongly with my professional goals.