zcaler

Customer Success Manager – SaaS

zcaler

full-time

Posted on:

Location Type: Hybrid

Location: Guatemala • 🇬🇹 Guatemala

Visit company website
✨ AI Apply
Apply

Job Level

Mid-LevelSenior

About the role

  • Customer Onboarding: Lead onboarding and training for new enterprise customers with tailored implementation plans that align to their goals.
  • Customer Engagement: Serve as the primary point of contact, from kick-off through renewal. Build meaningful, value-driven touchpoints with each account—no check-ins without purpose.
  • Adoption & Strategy: Understand customer objectives and map product capabilities to business outcomes. Provide strategic guidance to drive meaningful platform adoption.
  • Retention Management: Proactively monitor account health using their CRM and customer health scores. Identify risks early, re-engage at-risk accounts, and implement retention strategies.
  • Growth & Expansion: Identify upsell opportunities, facilitate renewals and expansions, and help customers discover new use cases for our client.
  • Customer Advocacy: Work with Enterprise customers to become our client advocate – via speaking slots at customer events, case studies and webinars.
  • Voice of the customer: Be the internal voice of your enterprise customers. Partner with Product to advocate for customer needs and help prioritize feedback-driven improvements.
  • Customer Journey: Master our clients' customer journey and continuously seek ways to improve it.
  • Product Knowledge: Develop a strong technical understanding of our client's platform and how it brings value to different user roles.

Requirements

  • Fluency in English (spoken and written), other languages are a bonus.
  • 3+ years of experience in Customer Success or Account Management, ideally within B2B SaaS
  • Commercial mindset, must have the ability to understand and advise customers on commercial pain points as well as the ability to position customer relationships for cross- and up-sales that make sense for the goals they are trying to achieve.
  • Experience in behavioural analytics, martech, or web optimization tools, are bonus
  • Possess Technical Comfort, familiarity with HTML, CSS, JavaScript, and tag managers like GTM.
  • Experience with HubSpot or a similar CRM
  • Be able to communicate complex concepts clearly and effectively across different audiences, from users to executives
  • Thrive in enterprise environments, are not afraid to challenge customers constructively, and ensure conversations always align with their strategic goals
  • Must be passionate about helping customers succeed and continuously look for ways to improve their experience
  • Bring curiosity about your customers’ businesses, pain points, and ways of working—and use that insight to drive value
  • Take full ownership of your customer portfolio, empowered to make the decisions needed to exceed NRR goals.
Benefits
  • Flexible work arrangements
  • Professional development

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer SuccessAccount ManagementB2B SaaSBehavioural AnalyticsMartechWeb OptimizationHTMLCSSJavaScriptCRM
Soft skills
CommunicationCustomer AdvocacyStrategic GuidanceProblem SolvingCuriosityOwnershipAdaptabilityEmpathyConstructive ChallengeValue-Driven Engagement