Director, Customer Success - S&O SASE
About the role
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! We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes. Job Summary Strategy & Leadership Define and execute the SASE Customer Success strategy, focusing on Time-to-Value (TTV), adoption depth, and Gross/Net Retention. Lead, mentor, and scale a global team of CSEs, fostering a culture of proactive advocacy and technical excellence. Develop playbooks for the entire customer lifecycle, from hand-off from implementation to executive business reviews (EBRs) and renewals. Operational Excellence Establish key performance indicators (KPIs) including Churn Rate, NPS/CSAT, Health Scores, and Expansion Pipeline. Partner with Product and Engineering to provide a "voice of the customer" feedback loop, influencing the SASE roadmap based on real-world deployment challenges. Collaborate with Sales leadership to ensure seamless hand-offs and alignment on account growth strategies. Customer Advocacy & Retention Serve as the executive sponsor for Tier-1 enterprise accounts, maintaining relationships with CISOs and CIOs. Manage "At-Risk" accounts by developing comprehensive get-well plans and coordinating cross-functional resources. Champion the shift from traditional hardware-centric networking to a cloud-native SASE consumption model.