Director, Business Operations - Customer Success

Zscaler•Kilgore, TX

2d•$175,000 - $250,000•Remote

About The Position

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 Director, Business Operations, Customer Success to join our team. This is a Remote role reporting to the Sr. Director, Strategy & Operations.. This role is critical to supporting the global Customer Success organization, with a primary focus on Customer Support, Technical Success, and Professional Services. You will help stand up and lead a newly created Business Operations function, establishing the operating model, team responsibilities, and business rhythms needed to support a growing post-sales organization. In this role, you will drive operational rigor across resource management, P&L management, planning, intake and prioritization, and executive business reviews, while partnering closely with Customer Success leadership and cross-functional stakeholders.

Requirements

Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
8+ years of experience in Business Operations within post-sales functions such as Professional Services, Customer Success, or Customer Support
Experience leading teams and developing high-performing individuals in operational or business management environments
Experience building a new function, operating model, or business process in a growing or evolving organization
Strong experience with planning, resource management, P&L management, KPI development, executive reviews, and operating cadences
Strong understanding of the customer journey and the operational needs of post-sales organizations in a high-growth B2B SaaS or technology environment

Nice To Haves

Experience applying AI, automation, or advanced analytics to improve operational efficiency, business visibility, and customer outcomes within post-sales organizations
Experience partnering closely with Finance on budget management, headcount planning, and business performance reviews
Experience establishing or scaling monthly business reviews, QBRs, and AOP processes across multiple post-sales functions

Responsibilities

Establish and lead the Business Operations function for Customer Success, defining clear roles, responsibilities, and operating mechanisms to support Support, Technical Success, and Professional Services
Own and evolve the operating cadence for the business, including Monthly Business Reviews, Quarterly Business Reviews (QBRs), Annual Operating Planning (AOP), and executive performance reviews
Partner with Finance and Customer Success leadership to streamline resource management, capacity planning, investment prioritization, and P&L management across the post-sales organization
Drive headcount planning, budget visibility, and investment tracking to help leaders make sound, data-driven business decisions
Build and operationalize key KPIs, dashboards, and performance insights that provide visibility into business health, team performance, and operational efficiency in partnership with cross-functional teams