Customer Experience Customer Success Specialist

Role overview Guide enterprise customers through adoption and improvement of firewall and hybrid security solutions. You’ll combine hands-on security knowledge with customer engagement, using usage data and technical insight to help customers meet security goals, address deployment challenges, and realize ongoing value.

Responsibilities - Work with customers to connect security plans to business priorities and desired outcomes. - Promote adoption of firewall capabilities, policy management, and threat defense features. - Identify technical risks, adoption barriers, and opportunities to improve customer environments. - Lead onboarding, technical enablement, customer workshops, and executive briefings. - Build technical adoption plans using telemetry, analytics, and AI-assisted insights; review progress and recommend next steps. - Coordinate with sales, engineering, renewals, and product teams, and share customer feedback to inform improvements. - Support deployment readiness through validation, testing labs, and standard process documentation.

Requirements - Bachelor’s degree with at least 8 years of related experience, a master’s with 6 years, a PhD with 3 years, or equivalent experience. - Background in a customer-facing technical role such as consulting, customer success, systems engineering, or technical support in enterprise security. - Practical experience designing, deploying, or supporting enterprise firewalls, including the named platform or comparable technologies. - Strong knowledge of security architecture, firewall management, VPNs, intrusion prevention and detection, and threat prevention. - An industry-recognized security certification, such as CCIE Security or an equivalent credential.

Nice to have - CCNP Security, CISSP, or comparable security certification. - Experience with large enterprise environments, customer adoption programs, cloud security, or hybrid networks. - Strong communication and collaboration skills, with the ability to influence technical and business decisions.