Director, Customer Success Operations

Company Description

Traditional security companies are becoming less relevant as cloud adoption and digital transformation become the norm in every industry.  Zscaler runs the world’s largest security cloud and has been a leader for over a decade, helping reinvent cybersecurity for the cloud. We are well positioned to dominate this massively growing cloud security market and now is a fantastic time to launch your career in tech sales with us.  

The Zscaler Sales Culture

Winning Technology and Products – We offer the best technology and products for the cloud first world. We pioneered cloud security and continue to grow our $70B addressable market by releasing new products every year.

Investing in People – A well-funded and world-class Sales Strategy and Enablement Team to help you succeed.  Sales process, practical methods and training to help you ramp faster and close larger deals as companies accelerate their move to the cloud.

Supportive Leadership – An industry leading leadership team with strong values, off the chart business acumen that will help you succeed quickly, while providing mentorship and career growth.

Competitive; We Play to Win – We are playing in a rapidly growing space and huge market mega-shifts that lead customers directly to Zscaler; tracking a growth path similar to Salesforce, Workday, & ServiceNow.

Job Description

The Opportunity

We are seeking a highly skilled and experienced Director of Customer Success Operations to lead and optimize our Customer Success Operations on a global scale. As the Director of Customer Success Operations, you will be responsible for designing and implementing strategies, processes, and systems to drive Customer Success and ensure operational excellence across our organization. Your focus will be on enhancing customer value, retention, and loyalty by streamlining operations, improving efficiencies, and delivering exceptional customer experiences.

Responsibilities

• Develop and execute a global Customer Success Operations strategy that aligns with the company's overall goals and objectives by collaborating with peers and cross-functional departments
• Lead and manage a team of Customer Success Operations professionals, providing guidance, mentorship, and support to ensure high performance and professional development.
• Design and implement scalable processes and systems to enhance Customer Success Operations, including onboarding, adoption, retention, and renewal.
• Analyze Customer Success metrics and KPIs to identify trends, insights, and areas for improvement, and develop action plans to address them.
• Drive operational excellence by implementing best practices, standardizing processes, and leveraging automation and technology to optimize efficiency.
• Foster a customer-centric culture within the organization by promoting a deep understanding of customer needs, pain points, and goals across all customer-facing teams.
• Collaborate with the leadership team to develop and manage Customer Success Operations resources, ensuring effective resource allocation and incentivization management. All while acting as a strategic advisor to the leadership team, providing insights and recommendations to drive customer success, revenue growth, and customer satisfaction.
• Stay updated on industry trends, emerging technologies, and Customer Success best practices, and make recommendations for continuous improvement.

Qualifications

• Proven experience in a senior leadership role within Customer Success Operations or Sales Operations, preferably in a global organization, with a strong understanding of Customer Success principles, methodologies, and best practices.
• Demonstrated experience in designing and implementing scalable Customer Success Operations strategies, processes, and systems.
• Excellent analytical and problem-solving skills, with the ability to leverage data and metrics to drive decision-making and continuous improvement.
• Strong leadership and people management skills, with the ability to inspire and motivate a team to achieve exceptional results.
• Skilled and persuasive communication and interpersonal skills, with the ability to effectively collaborate and influence stakeholders at all levels of the organization.
• Results-oriented mindset with a track record of achieving and exceeding goals.
• Experience working with SaaS products like Salesforce, Marketo, Tableau, and the like.
• Ability to thrive in a fast-paced, dynamic, and global environment.
• Bachelor's degree in Business Administration, Marketing, or a related field, MBA preferred.

Additional Information

The base salary range for this full-time position starts at $175,000 to $215,000 (Equates to yearly OTE) + equity + benef