Director, Customer Success Engineering — SASE/NGFW Remote

Palo Alto Networks, Inc.; Plano (TX); Remote; USD 227,000 - 312,000; Full time

Job summary

Palo Alto Networks, Inc. is seeking a Director of Customer Success for our Network Security business.

You will lead a high-performing team of Customer Success Engineers to ensure enterprise clients realize the full value of our converged networking and cloud security platforms. Define and execute the SASE and NGFW CS strategy, mentor a dual-focus team, and partner with Product, Engineering, and Sales to drive adoption, health, and renewal.

Qualifications

• 10+ years of relevant experience in Customer Success or Professional Services within SaaS or cybersecurity, with 5+ years in a people leadership role.
• AI-first strategic mindset to scale Customer Success operations, drive retention, and enhance efficiency.
• Deep understanding of SASE components (SD-WAN, CASB, ZTNA) as well as Next-Generation Firewall (NGFW) technologies.
• Familiarity with cloud providers (AWS, Azure, GCP) and enterprise networking is essential.
• Experience overseeing a large, complex enterprise customer portfolio, with accountability for adoption, customer health, retention, and executive escalations.
• Exceptional communication skills with the ability to explain complex security concepts to non-technical stakeholders.
• Data-driven and analytical, with a relentless focus on customer outcomes and continuous improvement.

Responsibilities

• Define and execute the SASE and NGFW CS strategy, focusing on Time-to-Value (TTV), adoption depth, and Net Retention.
• Lead, mentor, and scale a dual-focus team of SASE and NGFW Customer Success Engineers, fostering a culture of proactive advocacy and technical excellence.
• Develop playbooks for the entire customer lifecycle, from implementation hand-off to executive business reviews (EBRs) and renewals across both cloud-native and hybrid security deployments.
• Provide voice of the customer feedback to Product and Engineering to influence roadmaps based on deployment challenges.
• Collaborate with Sales leadership to ensure seamless hand-offs and alignment on account growth strategies.

Skills

AI-first strategy

SASE/NGFW expertise

Cloud providers

Enterprise portfolio

Executive communication

Data-driven

Education

Bachelor's degree in CS/Engineering/Business

MBA or NGFW certifications preferred

Job description

Palo Alto Networks, Inc. is seeking a Director of Customer Success for our Network Security business.

You will lead a high-performing team of Customer Success Engineers to ensure enterprise clients realize the full value of our converged networking and cloud security platforms. Define and execute the SASE and NGFW CS strategy, mentor a dual-focus team, and partner with Product, Engineering, and Sales to drive adoption, health, and renewal.