Sr Director, Account Health Management

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.
Our vision is a world where each day is safer and more secure than the one before. 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.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Your Career

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 North America and LATAM. 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.

Your Impact

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 mitigation.
• Oversee customer planning, deployment, account-level reviews, and escalations.
• Maintain executive relationships and act as an escalation point to ensure stakeholder alignment and provide proactive, prescriptive advice for outstanding Customer Success.
• Handle all escalations, executive engagement, and at-risk account interventions.
• Drive success metrics and Key Performance Indicators (KPIs) to effectively manage Customer Account Health Managers and their teams.
• Track and report on customer success metrics, including net promoter score, customer satisfaction, service level agreements, and value realization.

Cross-Functional Collaboration & Business Leadership:

• Lead the communication channel into the business, manage business change, and drive process improvements.
• Partner with Sales teams to develop success plans, assess customer health, identify expansion opportunities, and ensure renewals.
• Engage with Professional Services for implementations and extended expertise deployments.
• Partner with Sales and Product field leaders to drive adoption and retention.
• Engage and coordinate customer delivery across Palo Alto Networks teams, including Product Management, Engineering, and Support.
• Build strong cross-functional interlocks and operating cadences with Sales, Product, and Technical Consulting teams in your area.
• Ensure consistent application of global playbooks per product.
• Provide field feedback and interlock with Product/Engineering.
• Align with Support, which is globally owned but locally deployed.

Your Experience 

• 10+ years of professional experience in a high-growth SaaS/Cloud Enterprise Organization or similar, including at least 5+ years in a leadership capacity.
• Demonstrated experience leading global direct/indirect teams of 100+ in customer success, professional services, and/or support organizations.
• Proven track record of managing quantified metrics and execution programs to deliver exceptional results and customer satisfaction.
• Extensive customer-facing experience in senior roles, including the ability to effectively communicate and influence C-level executives and various levels of technical and non-technical depth within client teams.
• Expertise in managing customer escalations, balancing customer expectations, and negotiating successful resolutions.
• Experience leading teams to deliver large technology programs to strategic customers, with expertise in 2+ of the following areas: Network Security, Cloud Security, Product Development, Security Operations, or DevSecOps.
• Proven ability to work effectively in a highly matrixed and fast-growing organization, building strong working relationships across multiple functions and mediating conflict.
• A strategic mindset with P&L/Run the Business experience, capable of scaling operations, and strong operational, analytical, and problem-solving skills with a track record of driving transformational improvements.
• Thought leadership and the ability to anticipate and quickly adapt to changing customer and company needs.
• Proven ability to develop customer relationships, understand their businesses, and develop a shared vision for accelerating their business success.
• STEM Bachelor’s Degree required or equivalent experience; Master’s degree preferred.
• Client-focused program management expertise preferred.
• Skilled in customer success software (e.g., Gainsight, Salesforce, Smartsheet, Clarizen, Jira) preferred.
• Travel: Open to occasional travel according to the need for strategic customer engagement and on-sites, with a potential for up to 30% travel.

The Team

Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $221,000 - $302,500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at  [email protected].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship?: Yes