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Director, Customer Success

extra holidays - extra parental leave - fully flexible - 4 day week

Remote:

Hybrid

Contract:

Full time

Experience:

Expert & Leadership (>10 years)

Work from:

Tokyo (JP)

Offer summary

Qualifications:

10+ years in customer success roles, 5+ years in leadership position, Experience in B2B SaaS environment, Strong understanding of cybersecurity technologies, Experience building executive customer relationships.

Key responsabilities:

Lead and mentor the Customer Success team
Develop strategies for customer satisfaction and retention
Influence stakeholders for optimized customer journey
Implement strategies for post-sale customer nurturing
Track KPIs related to customer success

Zscaler Large https://www.zscaler.com/

5001 - 10000 Employees

HQ: San Jose

See more Zscaler offers

Job description

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.

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.
Develop and implement strategies to enhance customer satisfaction, 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, 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, or related roles, with at least 5 years in a leadership position.
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.
Excellent communication skills including professional writing skills, verbal skills and experience presenting to executive teams.

#LI-JK3

#LI-Hybrid

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.