Mathew Long

About Mathew Long

As a Customer Success Leader, I believe in measurable outcomes, tightening the feedback loop to product, and turning customer engagement into a true growth engine. I build teams that are proactive, customer-centric and data-driven. I\'ve built my career across the full customer lifecycle — starting in sales, scaling customer success, leading product marketing, and driving enablement. This has given me a unique 360° view of revenue, retention, and expansion. • Passion: Customer outcomes, coaching/enabling team members and evangelizing tech solutions • X-functionally adept: Product Marketing, GTM, Customer Success & Sales Enablement • VoC feedback advocate: customer signaling and informing roadmaps • Experience across: B2B SaaS Cloud/Mobile platforms, APIs integrations, Channels & Pro Services Solutions • Experienced Enterprise Account Mgmt. across Fortune 50/100/500 clients • MEDDIC trained, value-based devotee - Gainsight enthusiast • Results-driven with strong adherence to goals, metrics and project tasks under pressure • Proven ability to lead and manage a team, adapt to change and produce results • Strong interpersonal and presentation skills, with the ability to style-shift • Ability to express the value of complex solutions in simple, compelling terms • Fortitude in working with ambiguous situations, new problems, in a rapidly evolving market Specialties: Coaching, MEDDIC, Solution Enablement, Product Launch, Renewals, Product Communications, Strategic Internal Communications, Product Marketing, LMS, Storyboarding, Channel Marketing, Customer Success Management, Partner Marketing, Digital Marketing, GTM Strategy, Product Strategy, Sales Management, Executive Account Management, Customer Relations Development, Customer Relationship Management, Procurement, Inventory Control, Supplier Relations, Customer Service, Defining Processes, Cause Consulting, Database Efficiencies, Digital Marketing Content, Vendor Relations, Product Lifecycle, Social Impact, Corporate Social Responsibility (CSR), Sales Enablement, Customer Success, Customer Journey, Customer Experience Management, Voice of the Customer, Voice of the Field.

Experience

1. Director of Enablement, Customer Success

   Palo Alto Networks

   Feb 2026 — Present

   Lead a high-performing team of global enablement specialists - aligning strategy with business priorities, standardizing best practices, and delivering scalable programs that improve time-to-productivity, and increased adoption of key initiatives across the organization. • Program Development: Create and manage scalable, data-driven learning programs, focused on key CCO-backed strategic initiatives• Enablement Strategy: Design and lead a comprehensive enablement strategy for Customer Success, focused on onboarding, continuous learning, and role excellence. • Stakeholder Partnership: Act as a trusted advisor to the Chief Customer Officer, and ELT across Success, Support, Services & Renewals, aligning enablement initiatives with business priorities and KPIs.• Content & Curriculum: Curate and develop training content in collaboration with subject matter experts (SMEs), focusing on technical skills, customer engagement, systems/processes, and product knowledge.• Change Management: Lead adoption efforts for new tools, methodologies, and process improvements across global teams.• Operational Excellence: Define success metrics, measure program impact, and continuously improve based on feedback and data insights.• Cross-Functional Collaboration: Partner with Product, Sales Enablement, Learning & Development, and Operations to ensure alignment and knowledge transfer across the customer lifecycle.

Education

• Georgetown University

  Masters in Marketing

• Alliance Manchester Business School

  Study abroad during BBA - International Business; Project Mgmt.

• Isenberg School of Management, UMass Amherst

  BBA, Finance & Operations Management