Mark Luce

About Mark Luce

SENIOR CUSTOMER SUCCESS LEADERRetention Strategy | Revenue Growth | Global Escalation ManagementResults-oriented IT professional with 28 years of experience building and managing global customer experiences. Expert at driving high-stakes retention and expansion within SLED and Enterprise accounts, specializing in SASE, CASB, and Virtualization. Proven track record managing $7M+ ARR portfolios with zero churn and navigating complex global de-escalations across EMEA, APJ, and North America.CORE COMPETENCIES & TECHNICAL ECOSYSTEMStrategic Success Cybersecurity & Cloud Technical Leadership Growth: NRR, Gross Retention, Network: SASE (Prisma), SLA/VendorExpansion WAN, CASB ManagementOps: QBRs, Success Plans, Cloud: Hybrid-Cloud, Crisis: Global EscalationOnboarding Azure/AWS Security ManagementMetrics: Time-to-Value (TTV), Legacy Tech: VMware Partners: SLED, Enterprise, GlobalChurn Analysis (vSphere, SRM), SAN APJ/EMEATools: Salesforce, Gainsight, Security: Zero Trust, EDR/XDR, Compliance: Project Management,Zoom, Teams, Slack SASE-Inline, DLP, SASE, CASB Risk Mitigation

Experience

1. Senior Customer Success Manager - Sase

   Palo Alto Networks

   Jan 2022 — Present · MN, US

   Portfolio Management & Growth: Orchestrate a high value $7M ARR portfolio across North America and Canada, consistently delivering 100% Net Revenue Retention (NRR) for SASE and CASB product lines.Strategic Expansion: Partnered with Sales to identify and capture $2M in annual renewals, eliminating churn through proactive health monitoring and the execution of bespoke Customer Success Plans.Executive Influence: Cultivate deep-rooted relationships with C-level stakeholders, leveraging data-driven insights to negotiate win-win renewals and convert customers into brand advocates.Critical Escalation Leadership: Serve as the primary liaison between Sales, Engineering, and Global Services to resolve high-priority technical blockers, ensuring accelerated Time-to-Value (TTV).

Education

• St. Cloud State University

  Bachelor's degree, Communications and Marketing

  1989 — 1992

Skills

• Software Development
• Vmware View
• Python
• Active Directory
• Unix
• Actionscript
• System Deployment
• Servers
• Iscsi
• Microsoft Exchange
• Cloud Computing
• Professional Services
• Databases
• Disaster Recovery
• Vmware Esx
• Vsphere
• Cisco Technologies
• Flex
• Storage Area Network (San)
• Bash
• Xml
• IT Management
• Vendor Management
• Data Center
• Javascript
• Web Development
• C++
• Vmware Infrastructure
• Java
• Ruby
• Vmware
• Css
• IT Operations
• IT Service Management
• Microsoft Office
• Vmware Vsphere
• System Administration
• Financial Risk
• Virtualization
• Apache