Senior Technical Success Manager

Overview

Sr. Technical Success Manager on the US Public Sector team, supporting a portfolio of US Federal Government accounts remotely from the United States, with a preference for working in the Eastern or Central Time Zone.

What you'll do

• 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

What you'll need

• U.S. citizenship is required, 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

Nice to have

• 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

Details

• Remote role reporting to the Manager of Technical Success Management in the Customer Success department
• Supports accounts across the United States; candidates should be willing to work in the Eastern or Central Time Zone
• Some travel to customer sites may be required
• Full-time position