Director, Customer Success - Central

The Director, Customer Success - Central at Zscaler is responsible for shaping strategic programs and operational goals within the Customer Success team. This includes coaching and mentoring customer success managers, overseeing customer pursuits, and collaborating with multiple departments to ensure customer success and technology adoption.

To be a successful candidate for the Director, Customer Success - Central role at Zscaler, you should have a Bachelor's degree in Engineering, Business, IT, or equivalent experience, along with over 10 years of experience in a customer-facing consultative role. Additionally, 5 years of direct people management experience is required, along with a strong understanding of cloud services architectures and security solutions.

This role is unique because it combines leadership with a hands-on approach to customer advocacy. As the Director, you will not only lead a passionate team but also interact directly with enterprise clients to deliver tailored solutions, making a significant impact on their cloud security journey.

Zscaler is dedicated to fostering the professional growth of their employees. The Director, Customer Success - Central can expect to lead training and certification programs designed to enhance the skills of their team, alongside opportunities for personal development and cross-functional collaboration.

The work culture at Zscaler for the Director, Customer Success - Central is fast-paced, innovative, and collaborative. Zscaler values diversity and inclusivity, creating an environment where every team member is encouraged to contribute ideas and foster customer success.

In response, highlight your past leadership roles, including specific examples of how you motivated your team, improved processes, and achieved customer satisfaction targets. Emphasize your ability to strategize and implement initiatives that align with customer needs.

Outline your approach to nurturing customer relationships through regular check-ins, personalized solutions, and proactive engagement. Discuss the importance of understanding customer goals and aligning them with Zscaler’s offerings.

Talk about KPIs like customer health scores, Net Promoter Scores (NPS), and renewal rates. Explain how you could use these metrics to identify areas for improvement and optimize customer engagement.

Share a specific scenario where you tackled a significant issue—such as a client retention problem—detailing the steps you took and the results achieved. Focus on your problem-solving skills and adaptability.

Explain how collaboration with different departments, such as sales and engineering, is essential in delivering comprehensive solutions to customers. Use examples to illustrate how you built cross-functional relationships to enhance customer experiences.

Discuss your methods for keeping informed, such as attending conferences, subscribing to industry publications, or participating in webinars. Show your passion for continuous learning and staying ahead in cloud security.

Talk about your structured approach to onboarding and mentoring, emphasizing the importance of hands-on experience, regular feedback, and ongoing training programs to develop their skills and confidence.

Describe your method for approaching sensitive discussions empathetically while remaining solution-focused. Highlight the importance of active listening and working collaboratively to find resolutions.

Mention specific tools that you've used, such as CRM software or customer engagement platforms. Explain how you leverage technology to enhance customer interactions and analyze data for strategic decisions.

Express your enthusiasm for Zscaler’s mission and culture. Discuss how your values align with their commitment to customer success, innovation, and an inclusive work environment, showcasing your desire to contribute to their continued success.