Director, Customer Success Engineering, Netsec

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values:
Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

As the Director of Customer Success for our Network Security business (NGFW/SASE), you will be the primary architect of the post-sale customer journey. You will lead a high-performing team of Customer Success Engineers dedicated to ensuring our enterprise clients realize the full value of our converged networking, cloud security platforms, and enterprise firewall infrastructure.

SASE and advanced firewall integrations represent a fundamental shift in how our customers’ organizations manage security and connectivity. This role requires a leader who understands the complexity of digital transformation, SD-WAN, Zero Trust architectures, and enterprise threat prevention, translating that technical complexity into business outcomes for our customers.

• Define and execute the SASE and NGFW Customer Success 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.

• Establish key performance indicators (KPIs) including Churn Rate, NPS/CSAT, Health Scores, and Expansion Pipeline.
• Partner with Product and Engineering to provide a "voice of the customer" feedback loop, influencing both the SASE and NGFW product roadmaps based on real-world deployment challenges.
• Collaborate with Sales leadership to ensure seamless hand-offs and alignment on account growth strategies.

• Serve as the executive sponsor for accounts, maintaining relationships with CISOs, CIOs, and Network Security Directors.
• Manage "At-Risk" accounts by developing comprehensive get-well plans and coordinating cross-functional resources.
• Champion the shift from traditional hardware-centric networks to modern hybrid architectures, ensuring customers successfully bridge legacy network security with cloud-native SASE models.

• 10+ years of relevant experience in Customer Success or Professional Services within SaaS or cybersecurity, with 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) as well as Next-Generation Firewall (NGFW)…