Sr. Technical Success Manager – US PubSec - Healthcare

[This role supports accounts across the US Eastern and Central territory, with a primary focus on the healthcare sector. Candidates must be based in the Eastern Time Zone. Some travel to customer sites may be required.]

We are looking for a Sr. Technical Success Manager (TSM) to join our team to support a portfolio of accounts across the East Coast and Central territory, with a focus on US-based healthcare customers. This is a Remote (Eastern Time Zone) role, reporting to the Manager of Technical Success Management in the Customer Success organization. At Zscaler, Customer Success is a global, customer-obsessed team that delivers high-impact experiences from initial deployment through the full customer lifecycle. We combine deep technical expertise, data-driven insights, and hands-on partnership to ensure customers achieve their goals and unlock the full value of the Zscaler platform.

What you’ll do (Role Expectations)

• Drive adoption and value realization by aligning Zscaler solutions to customer business goals, tracking adoption milestones, and monitoring health metrics
• Own customer relationships through regular business reviews (QBRs/EBRs) with technical stakeholders and executive sponsors
• Proactively manage risk by identifying early warning signals and developing mitigation plans to protect retention and renewal outcomes
• Support regulated healthcare customers by navigating HIPAA compliance and operational security standards
• Enable and educate customers on feature adoption, best-practice rollouts, and new capabilities while contributing to internal and customer-facing knowledge bases

Who You Are (Success Profile)

• You thrive in ambiguity by building the path as you walk it and viewing uncertainty as the raw material to build something meaningful.
• You act like an owner with a passion for the mission, moving fluidly between high-level strategy and hands-on execution.
• You are a problem-solver who runs toward hard challenges and focuses on solutions that deliver maximum impact.
• You are a high-trust collaborator who is ambitious for the team and gives candid, respectful feedback to earn trust.
• You are a continuous learner with a growth mindset who actively seeks feedback and shows up with purpose every day.

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
• 5+ years in customer-facing technical roles combining hands-on technical expertise with account management responsibility
• Working knowledge of HIPAA and the security and compliance requirements governing US healthcare customers
• Solid grasp of core networking protocols (HTTP, HTTPS, DNS, SMTP, FTP) and hands-on troubleshooting experience with tools such as Ping, Traceroute, MTR, and Wireshark across Linux, Unix, or Windows environments
• Familiarity with cloud security technologies including SASE, SSE, ZTNA, ZIA, and ZPA in a post-sales or advisory capacity
• Knowledge of enterprise infrastructure and authentication protocols including SAML, LDAP, and OAuth

What Will Make You Stand Out (Preferred Qualifications)

• Prior experience supporting US healthcare customers in a technical capacity, including familiarity with clinical workflows or EPIC/EHR/EMR environments
• Familiarity with HITECH, FedRAMP, or the 21st Century Cures Act compliance frameworks
• Relevant industry certifications such as CCNA, CompTIA Network+, CISSP, CCSP, CPHIMS, or CHIME

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