Portrait of Diego Zaccariotto

Customer Success and Technical Services Leader

Diego Zaccariotto

I build and run post-sales teams that keep enterprise customers renewing and expanding. 25+ years in IT, the last 18 in customer success and technical services for cloud and SaaS vendors.

Team Leader, Customer Success Italy at Zscaler · Monte Cremasco, near Milan, Italy

In figures

  • 98.3%renewal rate on a $300M recurring-revenue portfolio (AWS)
  • 27people led across 9 EMEA countries (AWS)
  • 9team members promoted into senior and management roles
  • $3Mexpansion pipeline from customer transformation work (Zscaler)

Profile

I lead the Customer Success team for Zscaler in Italy: four Technical Account Managers and Customer Success Managers covering eight strategic enterprise accounts. We have raised platform adoption across key accounts by 25% and grown Private Access deployments by 30%.

Before Zscaler I spent five years at Amazon Web Services as Head of Specialist Enterprise Support and AMS Delivery for EMEA: 27 people in 9 countries, a $300M recurring-revenue portfolio and a 98.3% renewal rate. Before that, eleven years at Citrix, the last seven leading a 19-person customer success team across six countries.

My background is technical. I started as a UNIX system administrator and IT manager, and I still run Linux at home. I hold an MBA from the University of Bradford and a BSc (Hons) in Technology from The Open University.

Expertise

  • Customer success leadershipPost-sales strategy, lifecycle models, renewal and expansion targets.
  • Building and scaling teamsHiring, structure and growth of multi-country TAM, CSM and support teams.
  • Technical services and deliveryEnterprise support, managed services, capacity planning and service KPIs.
  • Executive advisoryEscalation lead and adoption adviser for C-level stakeholders.
  • Operational transformationProcess design, operating frameworks and BI reporting.
  • Leadership developmentCoaching, performance management and succession planning.

Experience

– Present
Milan, Italy

Team Leader, Customer Success Italy

Zscaler

Lead the post-sales Customer Success team for strategic enterprise accounts in Italy: platform adoption, lifecycle engagement and expansion.

  • Raised platform adoption by 25% across strategic accounts and grew Private Access deployments by 30%.
  • Built a customer transformation framework that generated $3M of expansion pipeline.
  • Escalation lead for complex enterprise accounts, protecting retention and long-term platform use.
–
Milan, Italy

Head of Specialist Enterprise Support & AMS Delivery, EMEA

Amazon Web Services

Led a customer success and technical services organisation across nine EMEA countries, responsible for enterprise service delivery on a $300M recurring-revenue portfolio.

  • Built and led a 27-person team across 9 countries supporting cloud adoption for large enterprise customers.
  • Held a 98.3% renewal rate across the $300M portfolio.
  • Designed capacity-planning and BI systems that cut reporting cycles by 90% and improved churn visibility.
  • Led a global onboarding framework for Specialist TAMs across 12 technical domains; global CSAT rose 12% within six months.
  • Worked with executive teams at Generali, JP Morgan and Vodafone on cloud adoption strategy.
  • Promoted nine team members into senior and management roles through structured coaching.
–
Milan, Italy

Senior Manager, Customer Success, Networking Specialists EMEA

Citrix

Led a customer success and technical specialist organisation for enterprise networking and digital workspace adoption across Europe.

  • Led a 19-person team across six countries.
  • Delivered about 98% renewals against a 95% target, with annual expansion revenue above $3M.
  • Resolved executive escalations, including one at a major telecoms operator that ended in a five-year renewal and expansion.
–
Dublin, Ireland & Milan, Italy

Senior Technical Relationship Manager

Citrix

Enterprise adviser to CXO-level stakeholders on infrastructure transformation and platform adoption.

  • Advised Ferrero, ENEL, Vodafone, Telecom Italia and the Dutch Police, among others.
  • Contributed to a $4M platform expansion at a major telecoms client.

Earlier roles

2005 – 2008
UNIX System Administrator, Ericsson, Padova, Italy. Seconded to TIM Italia.
2001 – 2005
IT Manager, DACOS Sistemi, San Donà di Piave, Italy
1998 – 2001
IT Specialist, Sedes Group, Oderzo, Italy

Education and certifications

  • Master of Business Administration (Distinction)University of Bradford, 2021
  • BSc (Hons) Technology, 2:1The Open University, 2015
  • Diploma in Design and InnovationThe Open University, 2013
  • Certificate in IT and ComputingThe Open University, 2009
  • Operations Management (short course)University of Cape Town, 2022
  • PRINCE2 Agile PractitionerAXELOS, 2022 · verify
  • ITIL 4 FoundationAXELOS, 2021 · verify
  • Tableau Desktop SpecialistTableau, 2020 · verify
  • Professional Scrum Master I (PSM I)Scrum.org, 2019 · verify
  • SOSTAC Certified PlannerSOSTAC, 2019
  • PRINCE2 FoundationAXELOS, 2018 · verify
  • LanguagesItalian (native), English (fluent, C2)
  • MembershipsAssociation of MBAs

Writing

All 9 articles

Contact

For leadership roles in customer success, technical services or service delivery, or to compare notes on running post-sales teams, email me or message me on LinkedIn.