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Dir, Identity Security Customer Success

Palo Alto Networks · Chicago, IL · 3 wk ago
RemoteRemoteCustomer ServiceFull-time

Job Summary

PANW is seeking a highly strategic, technically strong, and customer-focused leader to lead our Global Customer Success Engineering organization supporting the IDIRA business. In this role, you will lead a global team of Customer Success Engineers responsible for ensuring customers maximize value from IDIRA’s Identity Security solutions through proactive technical engagement, adoption acceleration, and early identification of customer risk signals.

Key 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.

  • 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.

  • Partner with 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.

Qualifications

  • 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.

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