Overview As Director of Customer Success for our Network Security business (NGFW/SASE), you own the post-sale customer journey and lead a high-performing team of engineers to ensure enterprise clients realize value from converged security platforms. You'll translate complex SASE/NGFW concepts into business outcomes amid digital transformation, SD-WAN, Zero Trust, and threat prevention challenges. You drive adoption, time-to-value, and retention while shaping product feedback with cross-functional partners. This role blends strategic leadership with hands-on execution in a remote, globally dispersed team.
Compensation / Benefits- remote work
- bonus
- restricted stock units
Responsibilities- Define and execute the SASE and NGFW Customer Success strategy with focus on Time-to-Value, adoption depth, and Net Retention
- Lead, mentor, and scale a dual-focus team of SASE and NGFW Customer Success Engineers
- Develop lifecycle playbooks from implementation to executive reviews and renewals across cloud-native and hybrid deployments
- Establish KPIs (Churn, NPS/CSAT, Health Scores, Expansion Pipeline) and drive data-informed improvements
- Partner with Product/Engineering to deliver the voice of the customer and influence roadmaps
- Collaborate with Sales to ensure seamless hand-offs and aligned account growth strategies
- Serve as executive sponsor for accounts and manage at-risk scenarios with cross-functional support
- Champion shift from hardware-centric networks to modern hybrid architectures with cloud-native SASE models
Key requirements- 10+ years in Customer Success or Professional Services in SaaS or cybersecurity
- 5+ years in people leadership
- AI-first strategic mindset to scale CS operations
- Deep understanding of SASE components (SD-WAN, CASB, ZTNA) and NGFW technologies
- Familiarity with cloud providers (AWS, Azure, GCP) and enterprise networking
- Experience managing a large complex enterprise portfolio with adoption, health, retention, and escalations
- Exceptional communication skills to translate security concepts for non-technical stakeholders
- Data-driven and focused on customer outcomes and continuous improvement
- strong communication
- leadership and people development
- cross-functional collaboration
- SASE (SD-WAN, CASB, ZTNA)
- Next-Generation Firewall (NGFW) technologies
- cloud platforms (AWS, Azure, GCP)
