Sr. Director, Strategy & Operations - Customer Success

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.

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,