Sr. Director, Strategy & Operations - Customer Success

Zscaler•Kilgore, TX

5d•$203,000 - $290,000•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 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.

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
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

Nice To Haves

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

Responsibilities

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