Technical Success Manager – SecOps

Job Overview

The Technical Success Manager will own customer relationships from onboarding through renewal, provide strategic and technical guidance across Zscaler SecOps solutions, identify retention and expansion opportunities, and help customers improve measurable security outcomes.

Key Responsibilities

• Lead end-to-end post-sales customer engagements from onboarding through renewal.
• Help customers maximize value across Zscaler SecOps solutions, including Zscaler MDR through Red Canary.
• Provide ongoing customer education and cybersecurity best-practice guidance.
• Deliver strategic recommendations that help customers achieve security objectives.
• Partner closely with Sales to manage renewals.
• Identify and mitigate customer-retention risks.
• Identify opportunities for account expansion, upsell, and cross-sell.
• Conduct regular executive business reviews.
• Represent customer needs internally across technical, Product, and Sales teams.
• Maintain deep knowledge of Zscaler SecOps products and roadmap.
• Gather customer feedback and help communicate it into future product-development discussions.
• Use customer data and performance metrics to identify trends, risks, and opportunities.

Required Qualifications

• Demonstrated experience incorporating generative AI tools into daily workflows to improve productivity, scale customer interactions, and solve problems faster.
• 3+ years of experience in Customer Success, Account Management, Technical Account Management, or a similar client-facing role at a SaaS cybersecurity company.
• 2+ years of experience managing a portfolio of 25–30 customers with an average ARR of $200,000 or more.
• Solid understanding of cybersecurity concepts and technologies.
• Knowledge of endpoint security.
• Knowledge of network security.
• Knowledge of cloud security.
• Knowledge of SIEM.
• Knowledge of threat intelligence.
• Knowledge of incident response.
• Knowledge of MDR and XDR.
• Strong data-analysis skills.
• Ability to analyze customer performance metrics and identify meaningful trends.
• Ability to translate data into actionable security insights and recommendations.

Preferred Qualifications

• Experience using Red Canary or another Managed Detection and Response solution.
• Experience with SOC operations.
• Experience with vulnerability management.
• Experience with deception technologies.
• Deep understanding of networking and cloud concepts.
• Relevant industry certifications.
• Advanced degree in Cybersecurity, Customer Success, Project Management, Data Analytics, or a related area.
• Experience using CRM platforms such as Salesforce to manage accounts, track retention risk, and identify expansion opportunities.

Cybersecurity Focus

• SecOps
• Managed Detection and Response
• Extended Detection and Response
• Endpoint security
• Network security
• Cloud security
• SIEM
• Threat intelligence
• Incident response
• SOC operations
• Vulnerability management
• Deception technologies

Customer Success & Account Growth

The Technical Success Manager will guide customers throughout the post-sales lifecycle, from onboarding and adoption through renewal. The role is responsible for helping customers achieve measurable security outcomes while maintaining satisfaction and retention.

You will also work with Sales to identify expansion opportunities and support upsell and cross-sell efforts where additional Zscaler products can address customer needs.

Portfolio Management

Candidates need at least two years of experience managing a book of business consisting of approximately 25–30 customers with an average annual recurring revenue of $200,000 or more.

The role requires balancing multiple strategic accounts while using customer health metrics and analytics to identify risks, prioritize action, and guide customer conversations.

AI in the Role

Zscaler explicitly requires demonstrated experience using generative AI tools in daily work. Candidates should be able to use AI to improve productivity, scale customer interactions, and solve problems more efficiently.

Compensation

The base salary range for this full-time position is $140,000–$175,000 USD per year.

Zscaler states that final compensation may vary depending on factors including job-related skills, experience, and relevant education or training. The listed range excludes applicable commission, bonus, equity, and benefits.

Benefits

• Various health plans.
• Vacation and sick-time plans.
• Parental leave options.
• Retirement options.
• Education reimbursement.
• Additional employer benefits and perks.

Remote Work

This position is explicitly listed as Remote – USA and includes the employer’s #LI-Remote designation.

The supplied listing does not specify individual state restrictions, required time zones, travel requirements, or work-authorization requirements.