Remote Director, Customer Success Engineering

Remote Jobs; United States; Remote; USD 227,000 - 312,000; Full time

Job summary

Palo Alto Networks is seeking a Director of Customer Success for Network Security (NGFW/SASE). You will lead a high-performing team of CS engineers driving value realization for enterprise clients across converged networking and cloud security platforms.

The role requires deep SASE/NGFW expertise, executive engagement with CISOs/CIOs, and a data-driven approach to improve retention and expansion while guiding modernization from hardware to cloud-native architectures.

Qualifications

• 10+ years in Customer Success or Professional Services within SaaS or cybersecurity.
• 5+ years in a people leadership role.
• AI-first mindset to scale CS operations and retain customers.
• Deep understanding of SASE (SD-WAN, CASB, ZTNA) and NGFW technologies.
• Familiarity with AWS, Azure, and GCP; enterprise networking experience.
• Experience managing large enterprise customer portfolios and escalations.
• Excellent written and verbal communication for non-technical stakeholders.
• Data-driven with a relentless focus on customer outcomes.

Responsibilities

• Define and execute SASE and NGFW CS strategy focusing on Time-to-Value, adoption depth, and retention.
• Lead and scale a dual-focus team of SASE and NGFW Customer Success Engineers.
• Develop playbooks for the customer lifecycle from implementation to renewals.
• Establish KPIs like churn, NPS/CSAT, health scores, and expansion pipeline.
• Provide voice of the customer to product/engineering and influence roadmaps.
• Collaborate with Sales to ensure seamless hand-offs and account growth.

Skills

Leadership

CS Strategy

SASE knowledge

NGFW technologies

Enterprise networking

Cloud platforms

Executive communication

Data-driven decisions

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 Network Security (NGFW/SASE). You will lead a high-performing team of CS engineers driving value realization for enterprise clients across converged networking and cloud security platforms.

The role requires deep SASE/NGFW expertise, executive engagement with CISOs/CIOs, and a data-driven approach to improve retention and expansion while guiding modernization from hardware to cloud-native architectures.