Director, Customer Success - South

As a Director of Customer Success at Zscaler, your primary responsibilities involve establishing operational goals, overseeing the customer success team, and driving strategic initiatives. You will provide mentorship, support customer pursuits, ensure team development through training, and enhance customer adoption and deployment strategies.

To thrive in the role of Director, Customer Success at Zscaler, you should hold a Bachelor's degree in Engineering, Business, IT, or related fields. Additionally, possessing over a decade of customer-facing experience along with five or more years in people management will significantly benefit your candidacy.

Leadership experience is critical for the Director, Customer Success position at Zscaler. With a focus on guiding and motivating a team, candidates should ideally have at least five years of demonstrated effective leadership to improve processes and team performance within the customer success realm.

Candidates for the Director, Customer Success role at Zscaler should have fundamental knowledge of cloud services architectures, web-based security, and infrastructure solutions. Familiarity with these technologies enables you to better support and guide your team and customers.

Zscaler is not only recognized as a leading player in cloud security but also celebrated for its employee-friendly culture. With numerous accolades for being a Best Workplace in Technology, Zscaler emphasizes diversity, inclusion, and employee growth, making it an ideal environment for a Director, Customer Success.

Discuss your experience in analyzing customer feedback and adjusting strategies accordingly. Highlight approaches you've taken to foster communication between teams and implement solutions that enhance customer success and satisfaction.

When answering, use the STAR method (Situation, Task, Action, Result) to present a clear narrative. Share insights on your problem-solving skills and how your leadership helped the customer feel valued and supported.

Explain your approach to mentoring and training. Emphasize how you assess team needs and provide personalized growth opportunities that align with both individual goals and the company’s objectives.

Share examples of how you've fostered collaboration between departments, such as sales or engineering, to achieve common goals. Highlight the positive impact of teamwork on customer success outcomes.

Focus on your approach to providing constructive feedback and support. Discuss methods for identifying the root cause of underperformance and ways to motivate the individual towards improvement.

Discuss various metrics such as Net Promoter Score (NPS), customer satisfaction scores, and adoption rates. Share your experience in utilizing tools that help track these metrics and how they inform your strategy.

Explain your process for prioritizing based on customer needs and business impact. Consider discussing how you utilize technology and team collaboration to effectively manage a large number of clients.

Share your thoughts on leadership, communication, and strategic thinking as vital skills for the role. Provide examples of how these skills have led you to success in past positions.

Discuss your commitment to continuous learning through networking, attending industry conferences, and following relevant publications. Share how staying informed translates to better strategies for your team.

Use the STAR method again to outline how you approached a particular project, detailing your leadership role, the objectives you aimed to achieve, and the results that positively impacted customers and the business.