Enterprise Customer Success Manager

About the company

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. Our values define how we work: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do to augment the impact every individual can have. This role is remote; our hybrid teams collaborate across geographies to solve big problems, stay close to customers, and grow together in a culture that values trust, accountability, and shared success.

Responsibilities

• Portfolio Ownership: Own and drive onboarding, adoption, and advocacy across a portfolio of assigned enterprise customers.
• Success Planning: Work with customers to build success plans, establish critical goals, and design/execute a value roadmap for each customer in your portfolio.
• Customer Cadence & QBRs: Establish regular cadence calls (Weekly, Monthly, Quarterly) and conduct Quarterly Business Reviews to ensure successful outcomes from Idira solutions.
• Health Monitoring: Review executive dashboards and program status, continually measuring and monitoring customer health metrics and KPIs.
• Strategic Advising: Solidify your position as a trusted strategic advisor with all customers to drive continued value of products and services.
• Cross-Functional Collaboration: Partner with the Idira Account Team (Account Executives, Security Architects, Sales Engineers, and Training) to identify new usage opportunities and build contract renewal, upsell, and cross-sell pipelines.
• Risk Management: Define and execute success plans for at-risk customers in collaboration with functional teams.
• Customer Advocacy: Act as the voice of the customer internally to advocate for customer needs and communicate areas for product and process improvements.
• Data Management: Leverage internal tools, including Gainsight, to archive customer activity and key data points.

Qualifications

• Experience: 5+ years of relevant work experience in customer success, consulting, post-sales technical account management, or similar roles.
• Consulting & Project Management: Proven results working as a trusted advisor driving business value, with the ability to interact across technical and non-technical depth levels.
• Communication: Excellent written and verbal communication skills with the ability to simplify complex technical topics for executive and end-user audiences.
• Industry Background: Previous experience with a Cybersecurity/SaaS solutions company or enterprise software company working with large enterprise clients is highly desired.
• Technical Knowledge: Strong knowledge of cloud architecture (AWS, Azure, GCP) and on-premises IT landscapes. Solid understanding of security role development and concepts 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.
• Domain Preferred Experience: 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).
• Travel: Up to 25% travel requirement.

Pay

The starting base salary range for this position is $123,880.00 – $202,070.00 per year. The offered compensation may also include restricted stock units and a bonus.

Note: This role is not eligible for immigration sponsorship; the company will not sponsor work visas for this position.