Technical Success Manager

Role

We are looking for a Technical Success Manager to join our Japan team. This is a hybrid role, reporting to the Manager of Technical Success. You will guide customers through their Zero Trust journey as the central post-sales point of contact, helping them adopt and maximize their usage of Zscaler's solutions to secure their digital transformation objectives. Your role centers on providing expert advice, building relationships, and ensuring successful solution adoption for Zscaler’s customers.

What you’ll do (Role Expectations)

• Build and nurture relationships with key customer stakeholders and operational service owners to define and prioritize strategic alignment between customer objectives and Zscaler’s goals

• Offer technical guidance, product insights, and best practices for the integration and expansion of Zscaler solutions through the development of customized technical strategies

• Provide technical expertise and organizational skills to manage escalations and coordinate resolutions with internal and external teams

• Identify adoption insights and develop risk mitigation plans proactively to manage and protect assigned customer accounts

• Participate in the creation and sharing of intellectual capital including training and best practice guides to enhance the Customer Success team's capabilities

Who You Are (Success Profile)

• You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.

• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution.

• You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact.

• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.

• You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.

What We’re Looking for (Minimum Qualifications)

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain

• 5+ years of experience in a customer-facing role (such as Solutions Delivery, Customer Success Management, Technical Account Management, or Sales Engineering) focused on Cloud Services Architectures, Web-based Security, Networking, or Infrastructure Solutions

• Strong communication and presentation skills in Japanese and English that enable you to consultatively shape and influence internal and external decisions

• Strong technical acumen with the ability duly to align business challenges to the Zscaler portfolio to meet business and security outcomes

• Ability to analyze customer data to gain key insights and develop tailored adoption strategies and risk mitigation plans

What Will Make You Stand Out (Preferred Qualifications)

• Experience leveraging AI-powered analytics or machine learning insight tools to evaluate customer adoption metrics and proactively address account health risks

• Background in Cloud and Networking Security technologies (such as SD-WAN, MPLS, SWG, DLP, VPNs, or CASB) paired with solid experience in troubleshooting methodologies and escalation management

• Industry certifications such as CISSP, CCNP, CCIE, or Network+

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