Director of Operations, Global Technical Services

Palo Alto Networks

. Lead Long-Range Planning (LRP) and annual operational planning for the Customer Success organization .

Posted 9/30/2026full-timeRemote • Colorado • United StatesLead💰 $189,000 - $259,350 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading Customer Success Operations with a focus on data-driven decision-making, team leadership, and strategic planning. Proficient in utilizing Customer Relationship Management platforms and Business Intelligence tools to optimize customer lifecycle management and drive operational excellence.

Highest-signal resume keywords

Customer Success OperationsRevenue OperationsData Analytics Team ManagementGainsight AdministrationSalesforce Expertise

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Data WarehousingBusiness IntelligenceSpreadsheet ModelingSQL LiteracyUser Acceptance Testing

Soft Skills

Analytical SkillsProblem-SolvingInfluencing Without AuthorityExecutive Communication

Tools & Technologies

GainsightSalesforceSnowflakeTableau

Certifications & Qualifications

MBA

Industry Keywords

High-GrowthEnterprise SaaSCloud SoftwareTelemetry DefinitionsCybersecurityObservability Markets

Tech Stack

Tools & technologies

CloudCyber SecuritySQLTableau

About the role

Key responsibilities & impact

Lead Long-Range Planning (LRP) and annual operational planning for the Customer Success organization
Liaise with Corporate Finance and RevOps on headcount planning, budget allocation, capacity modeling, and revenue forecasting
Develop data-driven models aligning resources with business needs and global customer coverage requirements
Oversee standardized global dashboards for NRR, GRR, Time-to-Value, and churn risk
Establish global business metrics and MBO strategies
Lead recurring business reviews to address performance gaps and drive accountability
Design and implement automated procedures across the customer lifecycle, from onboarding to expansion
Lead deployment and optimization of the Customer Success technology stack, including Gainsight, Salesforce, Snowflake, and Tableau
Design training plans and change management strategies for Customer Success and Professional Services teams
Unite Customer Success with Product, Sales, and Support to ensure cohesive account management
Hire, mentor, and lead a global team of operations managers and data analysts
Serve as the strategic and operational backbone of the Global Technical Services organization, connecting customer insights, portfolio strategy, and go-to-market execution

Requirements

What you’ll need

10+ years of experience in Customer Success Operations, Revenue Operations, or Business Operations within a high-growth, enterprise SaaS or cloud software organization
Demonstrated success building, mentoring, and managing high-performing global operations and data analytics teams
Deep expertise administering Customer Success and CRM platforms, such as Gainsight and Salesforce
Strong grasp of data warehousing and Business Intelligence tools, such as Snowflake and Tableau
Spreadsheet modeling experience
Exceptional analytical and problem-solving skills
Ability to translate complex customer data into executive summaries and actionable strategies
Ability to influence without authority and provide structured executive communication to senior leadership
Familiarity with data platform, cybersecurity, or observability markets
Understanding of telemetry definitions and technical adoption methodologies
SQL literacy
Experience managing User Acceptance Testing (UAT) for large-scale system deployments
MBA or equivalent strategic leadership experience
Applicants will not receive immigration sponsorship; the company will not sponsor work visas for this position

Benefits

Comp & perks

Restricted stock units may be included
Bonus may be included
Employee benefits are available; specific benefits are referenced via an employee benefits description