DIRECTOR, CUSTOMER SUCCESS - 4310479007

Tokyo, JPN

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler.

Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and drive value. Our teams collaborate to identify solutions using competitor and industry trend analysis, providing valuable insights for strategic decision-making. We’re responsible for facilitating smooth transitions during organizational change efforts that promote employee adoption. You’ll be an integral part of solving challenges faced by our frontline teams to help make Zscaler more efficient and effective in meeting our customers’ needs.

We're looking for an experienced Director of Customer Success to join our Japan Customer Success team. Reporting to the VP of Customer Success - APJ, you'll be responsible for:

Lead and mentor the Customer Success team in Japan, fostering a high-performance culture focused on customer outcomes, while developing and implementing strategies to enhance customer satisfaction, adoption, retention, and expansion of customers
Influence key internal stakeholders to build the ideal customer journey and experience, maximizing for revenue growth
Leverage a strong technical background to understand and communicate the value of Zscaler's security solutions to both technical and non-technical audiences.
With GTM stakeholders (Sales, SE, Partner, etc.), implement customer experience strategies for customers, including post sale nurturing, retention and expansions of customers.
Track key performance indicators (KPIs) related to customer success, such as Net Promoter Score (NPS), renewal rates, customer health scores and Adoption rates.

What We're Looking for (Minimum Qualifications)

10+ years of experience in Customer Success, account management, Technical Account Management or related roles, with at least 5 years in a leadership position, with proven experience managing customer relationships in a B2B SaaS environment, preferably in cybersecurity or cloud services.
Demonstrated experience building executive customer relationships in Japan supporting customer experience and outcomes, serving as the escalation point for incidents or customer issues.
Depth leading a customer experience, customer success-oriented function focused on outcome based adoption and value realization motions

What Will Make You Stand Out (Preferred Qualifications)

Solid understanding of networking, security technologies, cloud computing and have the ability to discuss technical concepts and solutions with customers and internal teams. Familiarity with Zscaler's product suite or similar security solutions is a strong plus.
Strong empathy for customers and passion for driving revenue and growth, including emphasis on reporting, data driven decisions and results oriented performance management
Exceptional leadership and team management skills, with a track record of building and leading high-performing teams.

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At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

Various health plans
Time off plans for vacation and sick time
Parental leave options
Retirement options
Education reimbursement
In-office perks, and more!

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status or any other characteristics protected by federal, state, or local laws.

See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules. For additional information about the federal requirements, click here.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.