Remote Director of Customer Success Eng - Network Security

Palo Alto Networks; Plano (TX); 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. You will lead a high-performing CS team dedicated to ensuring enterprise clients realize value from converged networking and cloud security platforms.

You will drive strategy around SASE, NGFW, and modernization while aligning with product, engineering, and sales to maximize adoption and retention across hybrid deployments.

Qualifications

• 10+ years of relevant experience in Customer Success or Professional Services within SaaS or cybersecurity.
• 5+ years in a people leadership role.
• AI-first strategic mindset to scale CS operations, drive retention, and improve efficiency.
• Deep understanding of SASE components (SD-WAN, CASB, ZTNA) and NGFW technologies.
• Familiarity with cloud providers (AWS, Azure, GCP) and enterprise networking.
• Experience overseeing a large enterprise customer portfolio with accountability for adoption, health, retention, and escalations.
• Excellent communication skills to translate security concepts for non-technical stakeholders.
• Data-driven and focused 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 CS Engineers, fostering proactive advocacy and technical excellence.
• Develop playbooks for the customer lifecycle, from implementation to renewals across cloud-native and hybrid deployments.
• Establish KPIs including Churn, NPS/CSAT, Health Scores, and Expansion Pipeline.
• Partner with Product and Engineering to provide a voice of the customer for roadmap inputs.
• Collaborate with Sales leadership to ensure seamless hand-offs and growth alignment across accounts.
• Serve as executive sponsor for accounts with CISOs, CIOs, and Network Security Directors.
• Manage At-Risk accounts with get-well plans and cross-functional resourcing.
• Champion the shift to modern hybrid architectures bridging legacy networks with cloud-native SASE.

Skills

AI-first mindset

SASE components

NGFW technologies

Cloud platforms

Executive communication

Data-driven

Education

Bachelor's in CS/Engineering/Business

MBA or NGFW certs preferred

Job description

Palo Alto Networks is seeking a Director of Customer Success for our Network Security business. You will lead a high-performing CS team dedicated to ensuring enterprise clients realize value from converged networking and cloud security platforms.

You will drive strategy around SASE, NGFW, and modernization while aligning with product, engineering, and sales to maximize adoption and retention across hybrid deployments.