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Manager, Technical Account Management

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, which is found in our SASE and SSE offerings, 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. 

At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth.

We are seeking an experienced Manager of Customer Success to lead a team of Technical Account Managers (TAMs) in Japan. You will drive customer success and retention by fostering strong relationships and ensuring seamless adoption of Zscaler’s Zero Trust platform. Your mission is to deliver exceptional customer experiences, address business and security needs, and accelerate product adoption through strategic leadership and hands-on support. You are responsible for:

  • Leading and mentoring your team to drive satisfaction, retention, and measurable growth
  • Building relationships with stakeholders to ensure customer success and revenue expansion
  • Communicating Zscaler’s value to diverse audiences and resolving technical or business challenges
  • Collaborating cross-functionally to advocate for customer needs and enhance experiences
  • Monitoring KPIs like NPS, renewals, and product adoption to inform continuous improvement

What We’re Looking For (Minimum Qualifications)

  • 5+ years of experience in customer success, account management, or similar customer-facing roles, including 3+ years in a leadership position with a proven ability to build and lead high-performing teams
  • Demonstrated success in driving customer adoption, retention, and satisfaction in your assigned region
  • Experience building executive-level relationships and serving as the escalation point for customer incidents

What Will Make You Stand Out (Preferred Qualifications)

  • Experience managing customer relationships in a B2B SaaS environment, ideally within cybersecurity or cloud services
  • Solid understanding of networking and security technologies, with familiarity in cloud computing solutions
  • Industry Certifications such as CISSP, CCNP, CCIE, Network+, or equivalent, as well experience or certifications from cloud providers such as AWS, Google, & Microsoft

#LI-TY2

#LI-Hybrid

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

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 committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered 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 characteristic 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.

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.

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In consideration of Zscaler, Inc. or any of its subsidiaries (together referred to as “Zscaler”) granting the opportunity to apply for a position with Zscaler, I agree (a) to use Confidential Information for the sole purpose of evaluating a position with Zscaler, (b) that I will not disclose Confidential Information to anyone outside of Zscaler, (c) that all Confidential Information disclosed by Zscaler (and any derivative works thereof) remains the property of Zscaler, and no license or other rights to Confidential Information is granted or implied, (d) not to use the systems of my current employer to access any Confidential Information or download any Confidential Information onto the systems of my current employer, (e) immediately upon request, to return or destroy all the embodiments and copies of any Confidential Information, and (f) that “Confidential Information” means any nonpublic information disclosed to me by Zscaler, which Zscaler labels or otherwise identifies as confidential or a reasonable person would understand to be confidential.

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