Director, Customer Success – S&O SASE

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Develop and implement the SASE Customer Success strategy with an emphasis on Time to Value (TTV), depth of adoption, and Gross/Net Retention.

• Guide, mentor, and expand a global team of Customer Success Engineers (CSEs).

• Create playbooks that cover the customer journey from transition to executive business reviews.

• Set performance indicators such as Churn Rate, Net Promoter Score (NPS), and Health Scores.

• Offer insights to Product and Engineering regarding customer deployment obstacles.

• Work closely with Sales leadership to formulate strategies for account growth.

• Act as the executive sponsor for Tier-1 enterprise accounts and oversee 'At-Risk' accounts.

⛳️ Requirements

• Over 10 years of experience in Customer Success, Account Management, or Professional Services within the SaaS or Cybersecurity sectors.

• A minimum of 5 years in a leadership capacity.

• Comprehensive knowledge of SASE components including SD-WAN, CASB, and ZTNA.

• Experience with cloud service providers such as AWS, Azure, and GCP.

• Proven track record in managing portfolios exceeding $50M in Annual Recurring Revenue (ARR).

• Outstanding communication skills to articulate complex security concepts effectively.

• Data-oriented and analytical mindset, with a focus on achieving customer outcomes and fostering continuous improvement.

• Bachelor's degree in Computer Science, Engineering, or Business; MBA or relevant technical certifications are preferred.

🏝️ Benefits

• Health insurance

• 401(k)

• Paid time off

• Flexible work arrangements

• Professional development opportunities

• Stock options

• Bonuses