Director, Customer Success Engineering, Netsec

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Formulate and implement the SASE and NGFW Customer Success strategy, emphasizing Time-to-Value, depth of adoption, and Net Retention.

• Guide, mentor, and expand a team of SASE and NGFW Customer Success Engineers.

• Create customer lifecycle playbooks from the point of implementation hand-off to executive business reviews and renewals.

• Set KPIs such as Churn Rate, NPS/CSAT, Health Scores, and Expansion Pipeline.

• Collaborate with Product and Engineering teams to relay customer feedback and shape SASE and NGFW product roadmaps.

• Work alongside Sales leadership on account hand-offs and growth strategies.

• Act as the executive sponsor for accounts and build relationships with CISOs, CIOs, and Network Security Directors.

• Oversee at-risk accounts with recovery plans and cross-functional collaboration.

• Advocate for the transition from hardware-centric networks to modern hybrid and cloud-native SASE architectures.

⛳️ Requirements

• Over 10 years of pertinent experience in Customer Success or Professional Services in SaaS or cybersecurity.

• More than 5 years in a leadership role involving people management.

• Proven AI-first strategic mindset to scale Customer Success operations, enhance retention, and improve efficiency.

• Comprehensive understanding of SASE components (SD-WAN, CASB, ZTNA) and Next-Generation Firewall (NGFW) technologies.

• Knowledge of AWS, Azure, GCP, and enterprise networking.

• Experience managing a large and complex enterprise customer portfolio, accountable for adoption, customer health, retention, and executive escalations.

• Outstanding communication skills for articulating complex security concepts to non-technical stakeholders.

• Analytical and data-driven approach centered on customer outcomes and ongoing improvement.

• Bachelor's degree in Computer Science, Engineering, or Business.

• Immigration sponsorship is not available; candidates must not require work visa sponsorship.

• An MBA or relevant technical certifications such as CISSP, CCIE, or PCNSE are preferred.

🏝️ Benefits

• Restricted stock units.

• Bonus.

• Employee benefits are offered (details available via benefits link).

• Reasonable accommodations for qualified individuals with disabilities.