Palo Alto Sr Director Account Health Management 

United States, California 

630347043

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

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.

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 .

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