Critical Accounts Program Manager

We are looking for a Critical Accounts Program Manager to join our team. This is a Remote role based in London, reporting to the Director, CAP & Incident Management in the Support department. The Critical Accounts Manager is a high-visibility escalation management lead responsible for driving the end-to-end resolution of critical customer situations across the EMEA region. In this role, you will partner cross-functionally across Support, Engineering, Product, Customer Success, and Executive Leadership to navigate complex escalations with speed, structure, and strategic communication while safeguarding customer trust and business outcomes. What you'll do (Role Expectations)

• Own the end-to-end management of critical customer escalations for key accounts across the EMEA region
• Establish action plans, communication cadences, stakeholder roles, and resolution milestones to drive key objectives
• Apply strong judgment in risk management and problem mitigation, making timely decisions from both business and technical perspectives
• Drive post-mortem analyses and lessons learned reviews to ensure preventive and corrective actions are tracked to closure
• Identify recurring escalation themes to drive continuous improvements in product, process, communication, and operational readiness
Who You Are (Success Profile)
• You act like an owner by operating with integrity, taking personal accountability for outcomes, and navigating seamlessly between strategic oversight and hands-on execution.
• You are a high-trust collaborator who thrives on shared team ambition, constructive feedback, and building strong cross-functional partnerships.
• You are customer-obsessed, anchoring your decisions in deep empathy for customer needs to safeguard long-term trust and business success.
• You operate with urgency, bringing a relentless focus on execution and delivering fast, high-impact results in dynamic situations.
• You are resilient and adaptable, maintaining composure through complex challenges and guiding teams through ambiguity with a steady hand.
  
  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 program or project management of critical issues in a cross-functional environment alongside sales, customers, and partners
• Strong executive communication, stakeholder management, and cross-functional leadership skills
• High stress tolerance with the ability to remain calm under pressure while navigating ambiguity, tension, and unpredictable workloads
• 8+ years in customer-facing roles across incident management, escalation management, technical account management, service delivery, or support leadership
• Familiarity with support escalation frameworks, incident management processes, or critical account governance
What Will Make You Stand Out (Preferred Qualifications)
• Background in cybersecurity, network security, SaaS, or cloud operations
• Ability to communicate effectively with audiences ranging from engineering teams to customer executives
• Prior experience interacting directly with senior customer executives and internal executive leadership
  
  Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange ️ platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 160+ public exchanges globally and thousands of private exchanges at the edge, the SASE-based Zero Trust Exchange is the world's largest in-line cloud security platform.
We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world's hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler., 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 (https://www.zscaler.com/candidate-resource-hub) .