Customer Success Operations Manager

Zscaler (NASDAQ: ZS) accelerates digital transformation so that customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange is the company’s cloud-native platform that protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs, reduce complexity, and improve the user experience by eliminating stacks of latency-creating gateway appliances. 

Zscaler 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. Zscaler’s purpose-built security platform puts a company’s defenses and controls where the connections occur—the internet—so that every connection is fast and secure, no matter how or where users connect or where their applications and workloads reside.

The Customer Success Operations Manager will play a critical role in ensuring that our CS organization has the programs, processes, and data in place to deliver a beneficial experience for our customers. As the CS Operations Manager, you will be aligned to the operational needs of our  Americas and Public Sector teams, while driving organizational impact through special projects and program development.

The Customer Success Operations Manager will work closely across many departments and specifically with the Customer Success Operations team, to help accelerate the delivery of programs, processes, and data accuracy. This person is responsible for ensuring consistent systems delivery for the global organization, as well as driving the programs of our Digital Customer Success initiatives. This person must have an extensive software background in Salesforce, Office, and Customer Success Platforms (such as Gainsight, Planhat, etc). This person should be a rockstar project manager with a proven track record of problem-solving and supporting teams under tight timelines.

We are looking for someone whose passions sit at the intersection of enabling customer-facing teams and solving difficult (yet rewarding) challenges. A successful candidate will have outstanding presentation and communication skills, be highly organized, focused, and self-directed with the ability to manage multiple projects with defined timelines. This candidate should be able to look at a data set, answer the specific questions from the business owner, as well as answer questions they haven’t asked yet, but should have. Above all else, you’ll have a blast working with individuals who are driven to make our customers raving fans, all while developing lasting relationships along the way.

Responsibilities/What You’ll Do

• Support the rollout of processes, programs, and tools to improve the Customer Success team’s effectiveness. 
• Interpret data and provide ongoing reporting to the business.
• Aid in the deployment and ongoing health of Customer Success Platform
• Support projects digging into customer health, risk, adoption trends, and much more.
• Locate and define new process improvement opportunities based on your experience, as well as research and identify industry best practices
• Collaborate cross-functionally with major stakeholders in Sales Ops, BizApps, Data Science, Marketing, Product, and others

• Strong knowledge of and experience with Salesforce, Microsoft Excel, Marketing Automation, and Customer Success Tools (ex: Hubspot, Marketo, Gainsight or equivalent). 
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy. 
• Strong understanding of Excel and data, ability to use VLOOKUP, INDEX, MATCH and other complex formulas to deliver detailed analysis. 
• Ability to break down ambiguous problems into manageable components and think through optimal solutions to communicate the findings back to the business.
• BS in Mathematics, Business, Computer Science, Information Management or extensive relevant experience.
• Proven working experience in Customer Success Operations, Sales Operations, or relevant experience. (previous experience as a Customer Success Manager a plus)
• Ability to manage multiple, concurrent projects and work independently and thrive in a fast-paced, constantly changing environment 
• Enjoys “getting their hands dirty” by digging into complex challenges.
• Takes high degree of ownership and pride over their work
• Strong listening skills; open to input from other team members and departments
• Strong customer service orientation, analytical and problem-solving skills
• Excellent communication skills, written, interpersonal and presentation skills
• SaaS Industry experience is required
• US Citizenship Required

All your information will be kept confidential according to EEO guidelines.

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What You Can Expect From Us:

• An environment where you will be working on cutting edge technologies and architectures
• A fun, passionate and collaborative workplace
• Competitive salary and benefits, including equity

Why Zscaler?

People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we’d love to talk to you about joining our award-winning team. 

Additional information about Zscaler (NASDAQ: ZS ) is available at https://www.zscaler.com. 

Zscaler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.