Director, Customer Success Engineering, Netsec

🔥 1 minute ago

🏄 California, Texas, +1 more states – Remote

🏄 California – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote

💵 $227.3k - $311.9k / year

⏰ Full Time

🔴 Lead

🧑‍🔧 Technical Customer Success Manager

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Palo Alto Networks

WebsiteLinkedInAll Job Openings

10,000+ employees

🔒 Cybersecurity

🏢 Enterprise

💰 $1M Seed Round - Morta Security on 2013-02

Cybersecurity • Enterprise

Palo Alto Networks is a global cybersecurity company that provides AI-driven platforms, products, and services to protect networks, cloud workloads, endpoints, and applications. Its portfolio includes next-generation firewalls, SASE and Prisma Cloud (CNAPP) offerings, the Cortex security operations suite (XDR, XSOAR, XSIAM), and Unit 42 threat intelligence and incident response services. Palo Alto Networks helps enterprises secure AI deployments, automate SOC workflows, and prevent, detect, and respond to sophisticated threats across hybrid and multi-cloud environments.

📋 Description

• Define and execute the SASE and NGFW Customer Success strategy, focusing on Time-to-Value, adoption depth, and Net Retention • Lead, mentor, and scale a team of SASE and NGFW Customer Success Engineers • Develop customer lifecycle playbooks from implementation hand-off through executive business reviews and renewals • Establish KPIs including Churn Rate, NPS/CSAT, Health Scores, and Expansion Pipeline • Partner with Product and Engineering to provide customer feedback and influence SASE and NGFW product roadmaps • Collaborate with Sales leadership on hand-offs and account growth strategies • Serve as executive sponsor for accounts and maintain relationships with CISOs, CIOs, and Network Security Directors • Manage at-risk accounts through get-well plans and cross-functional coordination • Champion migration from hardware-centric networks to modern hybrid and cloud-native SASE architectures

🎯 Requirements

• 10+ years of relevant experience in Customer Success or Professional Services within SaaS or cybersecurity • 5+ years in a people leadership role • Demonstrated AI-first strategic mindset to scale Customer Success operations, drive retention, and enhance efficiency • Deep understanding of SASE components (SD-WAN, CASB, ZTNA) and Next-Generation Firewall (NGFW) technologies • Familiarity with AWS, Azure, GCP, and enterprise networking • Experience overseeing a large, complex enterprise customer portfolio with accountability for adoption, customer health, retention, and executive escalations • Exceptional communication skills for explaining complex security concepts to non-technical stakeholders • Data-driven and analytical approach focused on customer outcomes and continuous improvement • Bachelor’s degree in Computer Science, Engineering, or Business • Immigration sponsorship is not available; applicants must not require work visa sponsorship • MBA or relevant technical certifications such as CISSP, CCIE, or PCNSE are preferred

🏖️ Benefits

• Restricted stock units • Bonus • Employee benefits are provided (details referenced via benefits link) • Reasonable accommodations for qualified individuals with disabilities