Onboarding CSM
Job Summary
As an Onboarding Customer Success Manager (OB-CSM), you own the onboarding journey for a portfolio of enterprise/strategic customers across the Americas. Operating with a strong business value mindset, your mission is to accelerate time-to-value, establish clear success criteria, and drive customers towards their strategic outcomes.
Key Responsibilities
High-Volume Portfolio Management: Effectively balance and drive >30 concurrent customer onboarding projects at any given time from contract signature to foundational value.
Value Realization: Apply a strong business value mindset to define success plans and measurable business outcomes in collaboration with customer sponsors; ensure early wins are documented and communicated.
Project Execution: Create and execute project plans, manage risk, track milestones, and keep executive stakeholders proactively informed.
Customer Training & Adoption: Guide customers through adopting the platform by running training sessions and helping their teams adjust to the new system. Connect them with the right learning materials (like self-service guides, partner resources, or training portals) to ensure they are set up for success.
AI & Process Innovation: Leverage AI tools and a continuous improvement mindset to refine how we work. Proactively identify ways to automate repetitive tasks, improve the onboarding playbook, and deliver a faster, better customer experience.
Governance: Establish a clear governance cadence—including steering calls and executive business review to validate value.
Proactive Block Removal: Monitor support cases and product telemetry to anticipate and remove adoption blockers quickly before they escalate.
Commercial Alignment: Partner with Sales on renewal and upsell strategy once foundational onboarding KPIs are met.
Product Feedback: Contribute feedback to Product Management on early-life customer experience and feature gaps discovered during onboarding.
Qualifications
Candidate Location: Must be based on the US East Coast. Candidates located in the Greater Boston area are highly preferred.
IGA Expertise (Required): Deep, hands-on experience with Identity Governance and Administration (IGA) platforms (e.g., SailPoint, Saviyant, RSA, Omada, One Identity).
CSM & Onboarding Experience: 5+ years of experience as a Customer Success Manager leading complex, multi-threaded software onboarding or implementation projects for enterprise customers.
Self-Starter Mentality: Highly self-motivated and proactive, with the proven ability to thrive in a fast-paced environment and independently manage a heavy account load (>30 accounts).
AI & Tech Savvy: Comfortable using modern AI tools to boost productivity and always looking for innovative ways to improve existing workflows.
Executive Presence: Proven ability to manage executive-level relationships and navigate complex enterprise organizations.
Methodology: Demonstrable success using outcome-based frameworks (OKRs, Success Plans, CSAT/NPS) and project-management tools (Smartsheet, Monday.com, Jira, or similar).
CS Tooling (Nice-to-Have): Experience with Gainsight or similar customer success platforms is a strong plus.
Technical Foundations: Strong general knowledge of Identity & Access Management (IAM), Windows/Active Directory, and one or more cloud platforms (AWS, Azure, or GCP).
Travel: Willingness to travel up to 15% for key workshops and executive reviews.
Compensation Disclosure
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
$123,880.00 - $202,070.00/yr
Our Commitment
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.
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.