客户成功工程主管，网络安全
Director, Customer Success Engineering, Netsec
我们的使命
在Palo Alto Networks®，我们因共同的使命而团结——保护我们的数字生活方式。我们在创新与影响的交汇点上蓬勃发展，用尖端技术和大胆的思维解决现实问题。在这里，每个人都有发言权，每个想法都至关重要。如果你准备好与同样充满热情的人一起，开展职业生涯中最有意义的工作，那么你来对地方了。
我们是谁
为了成为首选的网络安全合作伙伴，我们必须开拓道路，塑造行业的未来。这是我们员工每天都在努力的事情，由我们的价值观定义：颠覆、协作、执行、诚信和包容。我们将人工智能融入每项工作中，并利用它来增强每个人的影响。如果你热衷于解决现实问题，并与最优秀的人一起思考，我们邀请你加入我们！
这个职位是远程办公，但距离不会阻碍影响力。我们的混合团队跨地域协作，解决大问题，贴近客户，并共同成长。你将加入一个重视信任、问责制和共同成功的文化，你的工作真正有意义。
职位概述
作为我们网络安全部门（NGFW/SASE）的客户成功总监，你将是售后客户旅程的主要架构师。你将领导一支高绩效的客户成功工程师团队，确保我们的企业客户充分实现我们融合网络、云安全平台和企业防火墙基础设施的价值。
SASE和高级防火墙集成代表了客户组织管理安全和连接方式的根本性转变。此职位需要一位了解数字化转型、SD-WAN、零信任架构和企业威胁预防复杂性的领导者，能够将这些技术复杂性转化为客户的业务成果。
策略与领导力
- 制定并执行SASE和NGFW客户成功战略，重点关注价值实现时间（TTV）、采用深度和净留存率。
- 领导、指导并扩大SASE和NGFW客户成功工程师的双重点团队，培养主动倡导和技术卓越的文化。
- 为整个客户生命周期制定操作手册，从实施交接至高管业务评审（EBRs）以及云原生和混合安全环境中的续约。
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Our Mission
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.
Who We Are
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.Job Summary
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.
Strategy & Leadership
- 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.
Operational Excellence
- 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.
Customer Advocacy & Retention
- 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.
Qualifications
Qualifications
- 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) technologies.
- Familiarity with cloud providers (AWS, Azure, GCP) and enterprise networking is essential.
- Experience overseeing a large, complex enterprise customer portfolio, with accountability for adoption, customer health, retention, and executive escalations
- Exceptional communication skills with the ability to explain complex security concepts to non-technical stakeholders.
- Data-driven and analytical, with a relentless focus on customer outcomes and continuous improvement.
Education
- Bachelor’s degree in Computer Science, Engineering, or Business. MBA or relevant technical certifications (e.g., CISSP, CCIE, PCNSE or similar NGFW certifications) preferred.
Compensation Disclosure
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
$227,300.00 - $311,850.00/yrOur Commitment
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at .
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.Originally posted on Himalayas