Director, Customer Success – S&O SASE

Palo Alto Networks

. Define and execute the SASE Customer Success strategy focusing on TTV, adoption depth, and Gross/Net Retention .

Posted 5/22/2026full-timeRemote • California, Texas • 🇺🇸 United StatesLead💰 $214,000 - $294,000 per yearWebsite

Tech Stack

Tools & technologies

AWSAzureCloudCyber SecurityGoogle Cloud Platform

About the role

Key responsibilities & impact

Define and execute the SASE Customer Success strategy focusing on TTV, adoption depth, and Gross/Net Retention
Lead, mentor, and scale a global team of CSEs
Develop playbooks for the customer lifecycle from hand-off to executive business reviews
Establish KPIs like Churn Rate, NPS, and Health Scores
Provide feedback to Product and Engineering for customer deployment challenges
Collaborate with Sales leadership for account growth strategies
Serve as executive sponsor for Tier-1 enterprise accounts and manage 'At-Risk' accounts

Requirements

What you’ll need

10+ years in Customer Success, Account Management, or Professional Services in SaaS or Cybersecurity
At least 5 years in a leadership role
Deep understanding of SASE components (SD-WAN, CASB, ZTNA)
Familiarity with cloud providers (AWS, Azure, GCP)
Proven ability to manage $50M+ in ARR portfolios
Exceptional communication skills to explain complex security concepts
Data-driven and analytical, focusing on customer outcomes and continuous improvement
Bachelor's degree in Computer Science, Engineering, or Business; MBA or relevant technical certifications preferred

Benefits

Comp & perks

Health insurance
401(k)
Paid time off
Flexible work arrangements
Professional development opportunities
Stock options
Bonuses

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SASESD-WANCASBZTNACustomer SuccessAccount ManagementProfessional ServicesData analysisKPI establishmentPortfolio management

Soft Skills

LeadershipMentoringCommunicationCollaborationAnalytical thinkingCustomer focusContinuous improvementStrategic thinkingProblem-solvingExecutive sponsorship

Certifications

Bachelor's degree in Computer ScienceBachelor's degree in EngineeringBachelor's degree in BusinessMBATechnical certifications