Enterprise Customer Success Manager

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. The Role We are seeking a Regional Escalations & Incidents Manager to join our team in Tokyo, Japan in a hybrid role, reporting to the Director, CAP & Incident Management, within the Support Department. This is a high-visibility role responsible for leading the resolution of critical customer escalations and high-impact service incidents that put customer relationships, accounts, or business opportunities at risk. You will partner across Support, Engineering, Product Management, Services, Sales, and leadership teams to drive coordinated action plans, executive communications, and post-incident improvements that support customers in Japan and the broader Asia-Pacific region. What you’ll do (Role Expectations) * Own the end-to-end management of critical customer escalations and high-impact service incidents for customers in Japan. * Lead cross-functional response efforts across Support, Engineering, Product Management, Services, Sales, and leadership teams to drive timely resolution. * Establish action plans, communication cadences, stakeholder roles, and resolution milestones to keep complex issues on track. * Translate technical issues into clear business impact, risk, and customer-facing messaging for internal and external stakeholders, including executive audiences. * Drive post-incident reviews, track corrective and preventive actions through closure, and identify recurring themes to improve product, process, communication, and operational readiness. Who You Are (Success Profile) * Calm, decisive leader who can manage ambiguity and maintain momentum during high-pressure customer situations. * Strong cross-functional partner who builds alignment across technical teams, go-to-market teams, and leadership stakeholders. * Clear and credible communicator who can tailor messages for both technical audiences and executive decision-makers. * Customer-focused problem solver who takes ownership, exercises sound judgment, and drives issues through to resolution. * Organized operator who can balance multiple priorities while maintaining strong attention to detail and follow-through. What We’re Looking for (Minimum Qualifications) * Business-fluent Japanese and English, with the ability to lead executive-level communication in both languages. * Experience managing critical issues in a cross-functional environment, including working with sales, customers, and partners to resolve complex and business-critical situations. * Ability to communicate effectively about the product from an engineering-level discussion to a customer executive-level conversation. * Background in cybersecurity, network security, SaaS, or cloud operations. * 8+ years of experience in customer-facing roles across incident management, escalation management, technical account management, service delivery, support leadership, or critical situation management. What Will Make You Stand Out (Preferred Qualifications) * Strong ability to influence, negotiate, and delegate effectively across cross-functional teams. * Demonstrated ability to lead and motivate others in complex, high-pressure environments. * Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. #LI-JK3 #LI-Hybrid At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure. Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including: * Various health plans * Time off plans for vacation and sick time * Parental leave options * Retirement options * Education reimbursement * In-office perks, and more! Learn more about Zscaler's hybrid working model and benefits here. By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines. Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link. Pay Transparency Zscaler complies with all applicable federal, state, and local pay transparency rules. Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.

About Ultralytics: At Ultralytics, we commit to relentless innovation in the AI space and seek team members who resonate with our ambition to produce the world's best YOLO AI models. If you're obsessed with AI, eager to make an impact on the world, and thrive in dynamic, high-intensity environments, we invite you to apply for a position on our team. Ultralytics | Hybrid — London office | Full-time Following our $30M Series A, we’re scaling our enterprise function out of our London hub, alongside teams in Madrid and Shenzhen. We’re hiring an Enterprise Customer Success Manager to own the relationship with our most strategic customers. You'll own 30–40 enterprise and high-value mid-market accounts running Ultralytics YOLO in production. You'll own the full customer lifecycle from contract signature through renewal, including onboarding, deployment, expansion, and renewal negotiations. The CS function exists, the playbooks exist, and you'll plug into a rhythm that's already running. But your book is yours. This role reports to the Head of Customer Success. 🚀 What you'll do Own accounts from signature. You run onboarding in conjunction with our Solution Engineers, drive from first production deployment, and stay with the customer through renewal. You'll front-load effort to get customers to value, then use periodic check-ins to keep them there. Drive net retention. Net dollar retention (NDR) is the headline KPI. You hold the renewal conversation and earn on uplift. You spot expansion signals from new use cases to new business units or geographies and close them with your AE partner. Hold technical conversations. We don’t need you to write code. But you will discuss model architecture, deployment patterns, and computer vision use cases credibly with ML engineers and technical buyers. You will be expected to understand and consult on your clients' use cases, working hand in glove with Solution Engineering where required. Partner cross-functionally. AEs on joint account planning and expansion handoff. SEs on technical depth and deployment blockers. Product and Engineering on escalations and roadmap feedback. CSMs are the conduit between our customers and our business; we expect you to communicate effectively across our organization. 🎯 What success looks like 60 days: Onboarded with full context on every account. Each one health-scored against the three-signal model. At-risk accounts identified with a plan for each. Able to articulate the value of Ultralytics YOLO and to run early discovery sessions with clients. 90 days: Running QBRs and technical reviews independently. First expansion signals surfaced to AE partners. Renewals forecasted for everything coming up in the next 6 months. 180 days: Owning your book end-to-end, including renewal negotiations. Tracking against NDR target with clear leading indicators. Contributing to playbook refinement to show us what's working, what isn't. Providing clear feedback to the organization on what you are seeing on the ground with our customers. 🧠 Skills and experience 3–5 years of customer-facing experience. Technical customer success, a former customer-facing engineer moving into a commercial role, or pure SaaS customer success experience all work. We care about outcomes, not titles. Technically credible. You hold an architecture conversation with an ML engineer without bluffing. You translate technical value into business outcomes for budget owners. Prior experience with technical or developer-facing products (open source, APIs, ML/AI) is strongly preferred — we'll teach computer vision if you've done the harder work of being technical in a commercial seat. You can build trust. Some of your accounts will start skeptical. You sit across from a reluctant buyer, find genuine value, and earn the relationship back. You don't oversell. Commercially sharp. You hold renewal conversations confidently. You spot expansion signals early. You're honest about which accounts are healthy, slipping, or dead, and you notice patterns across the book quickly. You operate without scaffolding. No implementation team, no onboarding specialist behind you. If you need that structure to do good work, this isn't the job. Complexity over ACV. We don't care if you've managed seven-figure accounts. We care that you've navigated multi-stakeholder, technically deep deployments and made customers successful in messy environments. 🚀 Why this role Real product pull. YOLO is the most-used computer vision model in the world. Your customers don't need convincing the technology works. They need help getting value from it quickly. True enterprise accounts. Fortune 500 companies and category leaders across manufacturing, logistics, retail, pharmaceuticals, and beyond. Technically deep, commercially serious accounts. Mature incentive structure. You own renewals and earn on uplift. You source expansion and earn alongside the AE who closes. The incentives are aligned. When the team wins, you win. Established team, room to shape. The CS function and core frameworks are already in place, so you won't be building from zero. But the function is still scaling, and the right person will influence how it evolves. 🔎 What this role isn't This isn't a CSM seat at a big SaaS company with professional services, onboarding, TAMs, and a renewal manager doing the heavy lifting around you. There's no scaffolding. If you need a six-person support cast to do good work, this isn't it. This is for someone who wants to own a book, run it commercially, and be the technical voice in the room. 💰 Compensation and benefits * Full-time, London office (hybrid) * 24 vacation days, your birthday off, plus local holidays * Equity package — our success is yours too * MacBook Pro, Apple Studio Display, AirPods Pro 3 * Dedicated learning & development budget * Reports to Head of Customer Success * Screening with VP Sales & Success or Head of Customer Success, case study with VP Sales & Success and Head of Customer Success, final round with CEO * Applicants must have legal authorization to work in the UK. What we offer: Cutting-Edge, Next-Generation AI Computer Vision Technology: Contribute to building cutting-edge computer vision AI models based on the YOLO framework. Impactful Work: Shape the future of AI-powered solutions that transform industries. Collaborative Culture: Join a talented and passionate team that values open communication and innovation. Ultralytics Handbook Comprehensive guide to our company's mission, vision, values, and operational practices. This handbook is designed to provide key insights and resources for our (future) team members, collaborators, and community to align with Ultralytics' core principles. Link: https://handbook.ultralytics.com/ Ultralytics is an equal opportunity employer committed to building an inclusive workplace. We believe that everyone should be able to bring their whole selves to work, and we do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability, or any other legally protected status.