Director, Customer Success - S&O SASE
Core
Define and execute SASE Customer Success strategy, leading a global team to drive Time-to-Value, adoption, and retention for enterprise accounts.
Role type
Director, Customer Success (Strategy & Leadership)
Builds
Customer success playbooks, KPI frameworks, and cross-functional feedback loops for the SASE roadmap.
Domain
Cybersecurity / SASE (Secure Access Service Edge)
Deliverable
client delivery
Required skills
SASE architecture (SD-WAN, CASB, ZTNA), enterprise account management, team leadership and scaling, executive stakeholder management (CISO/CIO), data analytics for churn and retention, cloud networking (AWS/Azure/GCP)
Preferred skills
MBA, CISSP, CCIE
Technologies
SD-WAN, CASB, ZTNA, AWS, Azure, GCP
Responsibilities
Define and execute SASE Customer Success strategy; Lead, mentor, and scale a global team of CSEs; Develop playbooks for the entire customer lifecycle; Establish KPIs including Churn Rate, NPS/CSAT, and Health Scores; Partner with Product and Engineering to influence the SASE roadmap; Serve as executive sponsor for Tier-1 enterprise accounts; Manage "At-Risk" accounts with comprehensive recovery plans.
Seniority
Director, strategic leadership with hands-on execution