Director, Customer Success Operations - Strata
- Santa Clara, CA
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.
The Palo Alto Networks Customer Success mission is to provide a seamless experience and ensure the best possible customer security outcome.
The leader of Customer Success Operations for Strata is responsible for aligning the Customer Success Strategy to execution with a critical focus on recurring revenue metrics to measure and monitor our business.
Connect the strategy to operational plans, processes, and people, resulting in exceptional delivery of top-line and bottom-line results with effective governance
Lead operational processes to develop annual and long-term planning priorities, resource plans, financial targets, and strategic measures
Define segmentation, capacity and coverage models and cadence of review in collaboration with GCS Operations, GTM Operations, and Finance teams
Manage customer distribution and capacity planning across all segments to ensure the best possible experience for our customers
Develop insights into our customer health so we can detect early signals of at-risk renewals and identify upsell opportunities
Develop and lead business review cadence and processes
Lead change initiatives building new and improved functional capabilities to deliver on the strategic and operational plans
Define goals and performance compensation targets for Strata Customer Success in alignment with overarching strategy and goals
Establish an operating rhythm of the business aligning people and processes to ensure the organization runs effectively and efficiently
Measure and monitor via reporting, metrics, and KPIs. Develop and deliver executive-level reporting and processes that drive discussion, actions, and valuable results. Generate executive reports for key stakeholders.
Manage and lead business planning processes for customer success in coordination with other business functions
Deep dive into our data to identify key strategic insights to improve our business.
Build strong relationships with functional organizations that enable renewals and adoption (i.e., Sales, Services, Sales Operations, IT, Finance)
Manage a team of business operations resources of various levels
Lead projects as needed to meet/achieve the Customer Success organization goals.
10+ years scaling a high-growth, customer-centric enterprise subscription or SaaS technology managing business operations (or closely related leadership role)
Experience in planning, organizing, delivering business reviews, business improvements, process optimization, operational excellence, performance scorecards, KPIs.
Exceptional problem-solving, strategic, and analytical skills combined with excellent business acumen
Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels to deliver results
Relevant, progressive work experience applying analytical methods to business problems, driving improved decision-making and outcomes
Strong organizational skills, excellent execution, and follow-through skills
Ability to adapt and change with the needs of the organization and business
Manages confidentiality without exception; demonstrates outstanding judgment
Role model's PANW values and leads through example
Enjoys being challenged and stretched and is focused on continuous professional development and career progression
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 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@example.com.
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.
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