Director, Customer Success (Cortex)

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

We’re changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks.  And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together. 

Job Description

Your Career

The Director of Customer Success leads this global team, and is responsible for building, implementing, and continuously improving strategic customer journeys across the Cortex suite of products.  KPIs for the role include deployment, adoption, and customer health metrics. It also carries dotted line responsibility for driving renewals and expansion together with go-to-market functions. 

The Director of CSM will ensure a seamless customer experience by coordinating cross-functional customer journeys and escalations with teams including customer success engineering, support, professional services, sales, product & engineering.  

Cortex Customer Success seeks to create a dynamic, inclusive culture, a growth mindset, and career progression opportunities for all, and the Director of Customer Success Management plays a guiding role in creating that environment.

This position is available globally to work remotely or in a local Palo Alto Networks office.

Your Impact

• Develop and drive the deployment and adoption strategy across Cortex product journeys, by individual product and cross-product, in collaboration with the broader ecosystem of customer success and services teams in Palo Alto Networks
• Set performance targets for the customer success organization based on deployment, adoption, health metrics, and retention
• Oversee the creation of enablement and skill set development for the teams
• Develop and drive execution of strategic projects to build and improve the organization, our metrics, our journeys, and our cross-functional collaboration processes
• Maintain strong partnerships with Technical CS, Sales, and Product Management functions
• Build out customer health monitoring and reporting
• Own coordination of customer escalations and get well planning methodology
• Build and maintain executive relationships with strategic customer contacts
• Manage line level managers and more tenured employees on the team

Qualifications

Your Experience 

• 8+ years of customer success experience, with least 4 in a management role, and global responsibilities
• Go-To-Market & Post-Sales commercial sales mentality, including comfort with owning and growing customer relationships
• Demonstrated ability to lead development of best in class SaaS deployment/adoption journeys, with track record of driving renewals & product expansion
• Passion for building teams with including, growth mindset culture
• Customer focus with a deep understanding of the Fortune 5000 and mid market customer base
• Experience working with customer success platforms and working cross functionally with other GTM organizations like Sales, Sales Operations, Engineering, Product Management and Professional Services 
• Skilled in customer escalations with experience in account management and project management
• Thrives in a matrixed team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
• Travel - Open to occasional travel according to the need for strategic customer engagement and on-sites

The Team

The Cortex Customer Success Management organization serves as the main point of contact driving customer deployment and adoption journeys for all Cortex products, after sale.  Cortex Customer Success seeks to create a dynamic, inclusive culture, a growth mindset, and career progression opportunities for all.

Additional Information

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams