Description
We are looking for a Sr. Technical Success Manager (TSM) to join our US Public Sector team. This is a Remote role, reporting to the Manager of Technical Success Management in the Customer Success department.
Role Expectations
- Drive adoption and value realization by aligning Zscaler solutions to customer business goals, tracking adoption milestones, and monitoring health metrics.
- Own customer relationships through regular business reviews (QBRs/EBRs) with technical stakeholders and executive sponsors.
- Proactively manage risk by identifying early warning signals and developing mitigation plans to protect retention and renewal outcomes.
- Support highly regulated FedRAMP moderate and high customers (IL2-4 and IL5).
- Enable and educate customers on feature adoption, best-practice rollouts, and new capabilities while contributing to internal and customer-facing knowledge bases.
Who You Are (Success Profile)
- You thrive in ambiguity by building the path as you walk it and viewing uncertainty as the raw material to build something meaningful.
- You act like an owner with a passion for the mission, moving fluidly between high-level strategy and hands-on execution.
- You are a problem-solver who runs toward hard challenges and focuses on solutions that deliver maximum impact.
- You are a high-trust collaborator who is ambitious for the team and gives candid, respectful feedback to earn trust.
- You are a continuous learner with a growth mindset who actively seeks feedback and shows up with purpose every day.
What We're Looking for (Minimum Qualifications)
- U.S. citizenship is required for this position and the ability to gain and maintain a DoD/DoW security clearance (SECRET or TS).
- 5+ years in customer-facing technical roles combining hands-on technical expertise with account management responsibility.
- Working knowledge of FedRAMP and the security and compliance requirements governing US Federal Government customers.
- Solid grasp of core networking protocols (HTTP, HTTPS, DNS) and hands-on troubleshooting experience with tools such as Ping, Traceroute, MTR, and Wireshark across Linux, Unix, or Windows environments.
- Familiarity with cloud security technologies including SASE, SSE, ZTNA, ZIA, and ZPA in a post-sales or advisory capacity, alongside knowledge of enterprise infrastructure and authentication protocols including SAML, LDAP, and OAuth.
- Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving.
What Will Make You Stand Out (Preferred Qualifications)
- Prior experience supporting US Federal Government customers in a technical capacity.
- Relevant industry certifications such as CCNA, CompTIA Security+, CompTIA Network+, CISSP, CCSP, CPHIMS, or CHIME.
- AI-first mindset with the ability to build and implement end-to-end AI-enabled processes.
Benefits
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more!