Sr Dir, Customer Success

Our Mission At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place. Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters. Job Summary As a Sr. Director, Account Health Management, you will be a key leader within the Palo Alto Networks Global Customer Service (GCS) organization, responsible for leading the Account Health Team across NAM. This high-impact role will focus on driving customer engagement and excellence for Palo Alto Networks' most strategic customers. The Account Health Team comprises Service Delivery Leaders and Customer Success Managers. This team collectively acts as the Voice of the Customer, managing post-sale services engagements for these top-tier clients, leading services engagements to deliver value by driving adoption and consumption across the Palo Alto Networks’ Security platform. Your role will involve managing and mentoring this team, focusing on employee morale, development initiatives, and effectively driving success metrics and KPIs for both the managers and their teams. You will ensure your team effectively supports customers in maximizing the security and value of their investments in Palo Alto Networks products. Ultimately, you will contribute to the broader GCS mission of ensuring all customers are reliably deployed, fully adopted, technically healthy, and achieving value from their Palo Alto Networks investments. This position requires a strategic mindset and the ability to effectively communicate and influence at senior levels, both internally within the organization and externally with customers. This includes engaging closely with key customer stakeholders such as CISOs, CIOs, CTOs, and leaders from security, network, cloud, and security operations teams within the world’s largest and most well-known organizations. You will also need to build strong cross-functional interlocks and operating cadences with Sales, Product, and Technical Consulting teams in your Area. Key Responsibilities Team Leadership & Development: Manage and mentor a team of Service Delivery Leaders and Customer Success Managers. Foster team cohesiveness, focusing on employee morale and development initiatives to promote internal retention. Set team goals aligned with overall organizational objectives, and provide regular performance feedback to direct reports. Build a growth mindset-oriented culture that promotes diversity, continuous improvement, a sense of urgency, and customer outcomes. Inspire and attract top talent to your team. Account Health Management & Customer Outcomes: Lead the Account Health Team to drive customer engagement and excellence for top-tier customers in the region. Act as a single accountable post-sales leader for customer outcomes, partner execution, and day-to-day post-sales execution and operations in your geography. Accountable for executive engagement, account health, and risk miti ... (truncated, view full listing at source)