Enterprise Customer Success Manager

About Us

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. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have.

Our culture values Disruption, Collaboration, Execution, Integrity, and Inclusion. This role is remote, enabling collaboration 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.

About the Role

As an Enterprise Customer Success Manager at Palo Alto Networks, you will build key relationships with Directors/Managers of Security, Security Engineers, Security Architects, and Dev-Ops teams to implement best-in-class Access and Identity products from IDIRA. You will work with mid-to-large enterprise customers to ensure they adopt and realize recurring value from IDIRA products, whether Perpetual or Subscription, on-premises or cloud. Your results will drive increased customer satisfaction, value, retention, and expansion of the IDIRA security footprint.

Responsibilities

• Own and drive onboarding, adoption, and advocacy across a portfolio of customers.
• Work with customers to build success plans, establish critical goals, and aid customers in achieving their objectives.
• Design and execute a value roadmap for each customer in your portfolio.
• Establish regular cadence calls (Weekly, Monthly, Quarterly) with each assigned customer.
• Conduct Quarterly Business Reviews to ensure successful outcomes from IDIRA solutions.
• Review executive dashboards and program status, continually measuring and monitoring customer health metrics and KPIs.
• Solidify your position as a trusted advisor/strategic advisor with all customers and drive continued value of our products and services.
• Partner with the IDIRA Account Team (Account Executives, Security Architects, Sales Engineers, and Training) to find opportunities for new usage of IDIRA across organizational functions, and build contract renewal, upsell, and cross-sell opportunities.
• Define success plans for at-risk customers and execute them in collaboration with a functional team.
• Act as the voice of the customer internally to advocate for customers’ needs.
• Leverage internal tools, including Gainsight, to archive customer activity and other key data points.
• Identify and communicate areas for improvement in customer experience including both product and process.

Requirements

• 5+ years of relevant work experience in customer success, consulting, post-sales technical account management, and similar roles.
• Strong consulting and project management skills with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth.
• Excellent written and verbal communication skills—able to simplify complex topics in a friendly and approachable manner for both executive and end-user audiences.
• Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company working with large enterprise customers highly desired.
• Strong knowledge of cloud architecture (AWS, Azure, GCP) as well as on-premises IT landscape.
• Solid understanding of concepts and the development of security roles within organizations.
• Practical experience with enterprise Directory services (Active Directory, LDAP, Azure, etc.) including support and security operations.
• Fundamental technological knowledge of networking environments.
• Experience installing and supporting enterprise software on Windows and UNIX platforms.
• Prior experience with IDIRA Software solutions is preferred or relevant experience with enterprise applications, security management, systems management, identity management, and/or policy management solutions—especially in the IAM and SIEM space.
• Up to 25% travel.

Benefits

A description of our employee benefits may be found here.

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.

This role is not eligible for immigration sponsorship.