Sr. Director, Strategy & Operations - Customer Success

About this role

About Zscaler

Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise , we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate —we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession , collaboration, ownership, and accountability.

We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.

Role

We are looking for a Sr. Director, Strategy & Operations, Customer Success to join our team. This is a Remote role, reporting to the VP, Strategy & Operations, Customer Success in the Customer Success department. This role is critical to supporting the global Customer Success organization across Customer Support, Technical Success, and Professional Services. The Senior Director will lead Strategy and Delivery Operations for Customer Success, driving strategic alignment, operational rigor, planning excellence, and cross-functional engagement to improve business performance, scalability, and customer outcomes.

What you’ll do (Role Expectations)

• Lead Strategy and Delivery Operations for the Customer Success organization, with responsibility for CS Business Operations, Services Portfolio Management, NPI, and Vendor Management

• Drive operational rigor and business discipline across the organization, including Quarterly Business Reviews (QBRs), Annual Operating Planning (AOP), business cadences, and executive performance reviews

• Partner with Finance and Customer Success leadership on resource planning, capacity planning, and investment prioritization to ensure the business is positioned to scale effectively

• Identify and lead opportunities to apply AI, automation, and data-driven insights across Customer Success operations to improve decision-making, streamline workflows, increase team productivity, and enhance the customer experience

• Serve as a key cross-functional partner to Sales, Product, Finance, IT, and Engineering, representing Customer Success needs and driving alignment across the broader business

Who You Are (Success Profile)

• You thrive in ambiguity and are comfortable building the path as you walk it in a dynamic environment, seeing ambiguity as the raw material to build something meaningful.

• You act like an owner with a passion for the mission that fuels your bias for action, operating with integrity and navigating seamlessly between high-level strategy and hands-on execution.

• You are a problem-solver who seeks out challenges and is energized by finding solutions, knowing that solving hard problems delivers the biggest impact.

• You are a learner with a true growth mindset, actively seeking feedback to develop yourself, become a stronger teammate, and work with purpose.

• You are a high-trust collaborator who is ambitious for the team, embracing ongoing candor, clarity, and respect to earn trust and build strong partnerships.

What We’re Looking for (Minimum Qualifications)

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving

• Experience in Strategy & Operations, Business Operations, Customer Success Operations, or related operational leadership roles

• Experience supporting or partnering closely with Customer Success, Customer Support, Technical Success, or Professional Services organizations

• Proven success leading and building high-performing teams, including leadership of senior individual contributors and people managers

• Strong experience driving business planning, operating cadences, KPI development, performance management, and cross-functional execution

• Experience operating in a high-growth B2B SaaS or technology environment

What Will Make You Stand Out (Preferred Qualifications)

• Experience identifying and applying AI, automation, or advanced analytics to improve operational efficiency, business insights, and customer outcomes within Customer Success or adjacent functions

#LI-NH1 #LI-Remote Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range $203,000 — $290,000 USD

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 proud

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