Director, Technical Success Management

Bangalore, IND · Bangalore · 5+ years experience · Hybrid · Posted Sep 28, 2026

At a glance

Zscaler is looking for a Director, Technical Success Management to join a hybrid team reporting to the VP of TSM International.
The role involves directing a growing team of 20+ Technical Success Managers, formulating Premium Support strategies, and managing key enterprise client relationships.

Direct a growing team of 20+ Technical Success Managers (TSMs), reporting to the VP of TSM International while co-leading joint initiatives with peer leadership
Formulate and execute Premium Support strategies and global coverage operations, acting as a change agent to drive continuous innovation
Directly manage relationships with key enterprise clients, serving as the ultimate escalation point and ensuring high service standards
Collaborate cross-functionally to champion the Voice of the Customer (VoC), secure account retention, foster client references, and support new deal cycles that safeguard company margins
Oversee operational compliance, workforce productivity, comprehensive TSM training, and retention programs to foster team growth

Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
Bachelor’s degree or equivalent practical experience with 10–15+ years of experience in the Support Services domain
5+ years of management experience, ideally at the senior manager or director level
Extensive background in technical and commercial management for IT, software support, application services, or software development operations
Solid grasp of the SaaS ecosystem, internetworking fundamentals, and cybersecurity landscapes

Exposure to legacy and enterprise web security technologies such as Websense or Blue Coat
Demonstrate a proven ability to leverage AI technologies and workflows to drive measurable operational efficiency.