Remote Director, Customer Success Engineering

Palo Alto Networks; Santa Clara (CA); Remote; USD 227,000 - 312,000; Full time

Job summary

Palo Alto Networks is seeking a Director of Customer Success for our Network Security business to lead post-sale strategy across SASE and NGFW platforms. You will guide a high-performing team of CS engineers, aligning customer outcomes with product roadmaps and renewal plans.

You will translate complex security concepts for senior executives, drive retention, and champion adoption of cloud-native and hybrid deployments in enterprise environments.

Qualifications

• 10+ years in Customer Success or Professional Services in SaaS or cybersecurity
• 5+ years in a people leadership role
• AI-first strategic mindset to scale CS operations
• Deep knowledge of SASE components (SD-WAN, CASB, ZTNA) and NGFW technologies
• Experience with AWS/Azure/GCP and enterprise networking
• Experience managing large enterprise portfolios with retention focus
• Strong executive communication skills
• Data-driven decision making and continuous improvement

Responsibilities

• Define and execute the SASE and NGFW CS strategy to improve time-to-value, adoption depth, and net retention.
• Lead and scale a dual-focus team of SASE and NGFW Customer Success Engineers.
• Develop lifecycle playbooks from implementation hand-off to executive reviews and renewals.
• Establish KPIs such as churn, NPS/CSAT, Health Scores, and expansion pipeline.
• Partner with Product/Engineering to incorporate the voice of the customer into roadmaps.
• Collaborate with Sales to ensure seamless hand-offs and growth strategies.
• Act as executive sponsor for accounts, managing at-risk accounts with recovery plans.
• Champion migration from hardware-centric networks to hybrid cloud-native SASE models.

Skills

Customer Success Leadership

SaaS/Cybersecurity Experience

AI-first Mindset

SASE Tech Knowledge

NGFW Technologies

Cloud Platforms (AWS/Azure/GCP)

Enterprise Accounts

Executive Communication

Data-driven / Analytical

Education

Bachelor's degree in CS/Engineering/Business

MBA or NGFW Certifications (CISSP/CCIE/PCNSE)

Job description

Palo Alto Networks is seeking a Director of Customer Success for our Network Security business to lead post-sale strategy across SASE and NGFW platforms. You will guide a high-performing team of CS engineers, aligning customer outcomes with product roadmaps and renewal plans.

You will translate complex security concepts for senior executives, drive retention, and champion adoption of cloud-native and hybrid deployments in enterprise environments.