Dir, Identity Security Customer Success
Paloaltonetworks Open · verified Sep 21, 2026 At a glance
Mid-level Customer Success role at Paloaltonetworks. Chicago · full-time · $214,000–$294,000 OTE.
Growth Roles summary, based on the employer's posting.
What you'll do
- You'll guide global customer success engineering for the IDIRA business
- You'll put the worldwide customer success engineering plan into action and build proactive engagement methods
- You'll monitor customer health and lead technical responses for strategic accounts at risk of leaving
- You'll represent technical success at the executive level and earn trust with architecture stakeholders
- You'll connect field feedback to roadmap discussions and measure adoption, consumption, and technical engagement
What you bring
- You bring at least twelve years in customer success, customer engineering, or enterprise support
- You have at least five years of leadership experience
- You have led global, customer-facing technical teams in enterprise SaaS or cybersecurity
Who this fits
This role suits a technically strong, customer-focused leader who can guide a global engineering organization and work across product, engineering, support, and sales. The listing describes the role as remote, with collaboration across geographies, and places it in Chicago. Palo Alto Networks will not sponsor work visas for this position.
From the employer
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!
This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.Job Summary
Palo Alto Networks is seeking a strategic, technically strong, and customer-focused leader to head the Global Customer Success Engineering organization supporting the IDIRA business. The leader will manage a global team of Customer Success Engineers to drive product adoption, monitor customer health, mitigate technical barriers, and proactively identify churn risk signals.Key Responsibilities
- Strategy & Execution: Execute the global Customer Success Engineering strategy and build proactive engagement frameworks.
- Churn Prevention: Build customer health monitoring frameworks and lead technical interventions for high-value strategic accounts.
- Customer Engagement: Serve as the executive leader for technical success and build trusted relationships with architectural stakeholders.
- Cross-Functional Collaboration: Partner with Product Management, Engineering, Support, and Sales teams to bring field feedback into product roadmap discussions.
- Performance Metrics: Define and track metrics like consumption trends, product adoption, and technical engagement effectiveness.
Qualifications & Experience
- Experience: 12+ years in Customer Success, Customer Engineering, or Enterprise Support, with 5+ years in leadership.
- Domain Expertise: Proven experience leading global customer-facing technical organizations in enterprise SaaS or cybersecurity
Qualifications
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/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
$214,000.00 - $294,000.00/yrOur 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 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 accommodations@paloaltonetworks.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.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.
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