Note: The job is a remote job and is open to candidates in USA. Palo Alto Networks is dedicated to protecting the digital way of life and is seeking a Director of Identity Security Customer Success. This role involves leading a global team of Customer Success Engineers to ensure customers maximize value from Identity Security solutions through proactive engagement and risk management.
Responsibilities
- Define, develop, and execute the global Customer Success Engineering strategy aligned with PANW IDIRA's customer retention and growth objectives
- Lead and scale a global organization of technical Customer Success Engineers supporting enterprise and strategic customers across all regions
- Build proactive engagement frameworks that ensure customers continuously realize value from IDIRA solutions throughout their lifecycle
- Establish operational models that identify technical adoption blockers early and accelerate customer time-to-value and product consumption
- Develop scalable best practices, playbooks, and standardized operating procedures to optimize customer technical engagement globally
- Build a proactive customer health monitoring framework that identifies technical risks, declining adoption trends, and early churn indicators across the customer base
- Lead technical intervention strategies for high-value strategic accounts where customer outcomes or retention are at risk
- Ensure rapid escalation management and executive-level visibility for customers experiencing technical challenges that may impact renewal or expansion opportunities
- Partner closely with Customer Success Managers and Renewals teams to proactively address risk factors before they impact customer retention
- Establish predictive processes and operational discipline around identifying and responding to customer churn triggers
- Serve as the executive leader responsible for the technical success and well-being of PANW's most strategic global customers
- Ensure customers adopt best practices that maximize product utilization, operational efficiency, and long-term business value
- Guide customers through complex technical adoption journeys and help remove barriers preventing successful product usage
- Build trusted relationships with customer technical stakeholders, acting as a strategic advisor on architecture, deployment optimization, and operational excellence
- Drive customer confidence through consistent delivery of technical expertise and measurable business outcomes
- Partner closely with Product Management, Support, Engineering, Professional Services, and Customer Success teams to improve the overall customer experience
- Act as the voice of the customer by bringing field feedback into product roadmap discussions and influencing product improvement priorities
- Collaborate with Renewals and Account teams to ensure technical customer health directly supports retention and expansion opportunities
- Build strong executive relationships across internal stakeholders to drive alignment around customer success priorities
- Lead global operational consistency while balancing regional customer needs and priorities
- Define and monitor key customer success engineering performance metrics, including product adoption, customer health indicators, retention risk signals, consumption trends, and technical engagement effectiveness
- Implement data-driven operational improvements that improve customer outcomes and reduce preventable churn risk
- Establish reporting mechanisms that provide executive leadership visibility into customer technical health across strategic accounts
- Continuously improve team effectiveness through automation, process optimization, and operational scalability
Skills
- 12+ years of experience in Customer Success, Technical Account Management, Customer Engineering, Professional Services, or Enterprise Support organizations, with at least 5+ years in leadership roles
- Proven experience leading global technical customer-facing organizations supporting enterprise SaaS or cybersecurity customers
- Strong understanding of customer success methodologies, subscription business models, retention strategies, and customer lifecycle management
- Demonstrated experience building proactive customer health monitoring programs and identifying early churn risk indicators
- Experience managing technical escalations and working directly with strategic enterprise customers in high-impact environments
- Ability to lead cross-functional initiatives and influence senior stakeholders across Product, Engineering, Sales, and Customer Success organizations
- Strong business acumen with the ability to balance technical leadership with customer retention and commercial objectives
- Exceptional communication, leadership, relationship-building, and problem-solving skills
- Comfortable working in a fast-paced, evolving global environment with high visibility and executive exposure
- Willingness to travel as needed
Benefits
- Restricted stock units
- Bonus
- Reasonable accommodations for all qualified individuals with a disability
Company Overview