Senior Customer Success Manager (Enterprise)
Skills
- Proven Customer Success experience managing enterprise accounts in SaaS environments
- Strong understanding of cybersecurity concepts (endpoint, network, cloud security, SIEM, incident response)
- Ability to analyze customer data and KPIs (churn, retention, NPS) to drive decisions
- Experience collaborating with Sales, Product, and Engineering to advocate for customers and close expansion opportunities
- Familiarity with CRM tools (e.g., Salesforce) and customer success platforms
Responsibilities
- Develop and maintain strong executive and day-to-day relationships with enterprise customers to ensure value realization and retention
- Guide customers through onboarding, adoption, and renewal processes while proactively identifying expansion opportunities
- Monitor customer health and risk signals, escalate and coordinate internal resources to remediate issues, and conduct executive business reviews
- Partner closely with Sales on renewals, upsell and cross-sell motions and execute against expansion plans
- Maintain deep product and roadmap knowledge; provide guidance on optimizing security posture and gather customer feedback to inform product teams
- Deliver against quarterly OKRs and KPI targets tied to retention, churn, and customer satisfaction metrics
Education
- Bachelor's degree or equivalent practical experience
- Relevant certifications or advanced training in cybersecurity, customer success, or analytics preferred
Benefits
- Various health insurance plans
- Paid time off and sick leave
- Parental leave programs
- Retirement savings options
- Tuition and education reimbursement
- In-office perks (where applicable) and other employee wellness programs
Average salary estimate
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Zscaler: Securing your cloud transformation We are passionate about being the best; the best global security company that enables mobile and enterprise businesses to be more secure, safer, and faster.
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