Senior Customer Success Manager (AIRS)

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate 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.

Job Description

Your Career 

As a member of the AIRS team, you will be one of the next members of a growing team that is responsible for the successful adoption of purchased AIRS offerings and driving the increased up-sell of additional services/products. We are looking for experienced customer success professionals (ideally with AI cybersecurity domain expertise) who want to make an impact in a fast-paced, high-growth environment.

Your Impact 

• Ensure customers are maximizing their return on investment by owning the customer’s on-boarding, adoption, satisfaction and advocacy across a portfolio of customers

  • Provide high touch and white glove customer service starting with outreach after the deal is closed and setting expectations for the onboarding journey.

  • Drive adoption – Understand the customers requirements and timelines and build a project plan to track milestones.

  • Conduct onboarding reviews to ensure customers are satisfied with the service and the support they are receiving.

  • Proactively identify up-sell and renewal opportunities and grow revenue

• Develop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to drive cybersecurity solution adoption to ensure they are leveraging the solution to achieve full business value.

• Be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with consulting teams and become a Subject Matter expert over time.

• Ensure continual communication with customers on AIRS messaging, current and offerings updates, events, and main points of contact.

• Works closely with the product team to ensure customer feature requests are prioritized and product feedback is provided to the correct product owners. 

• Develop an understanding of business challenges faced by customers and common objectives to appropriately map services and associated business benefits to address their needs.

• Serve as a customer advocate in influencing service and product roadmap and improvements.

• Partner closely with sales and consulting teams to develop account strategies.

• Manage performance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement.

• Capture and nurture CISO and execute relationships to influence the recurring strategic spend.

Qualifications

Your Experience

• 5 or more years of experience in Customer Success / Project Management.

• Previous experience building / optimizing a customer journey in a fast paced environment where requirements are constantly changing. 

• Understands Palo Alto resources and knows when to bring leadership, management, and other teams to customer calls. 

• Strong consulting and project management skills and a history of proven results working as a trusted advisor to drive business value for customers.

• Proven track record of managing customers as escalations, balancing customer expectations, and negotiating successful resolutions.

• Desire to partner and work cross-functionally with with Sales, Operations, and Consulting teams

• Previous experience within AI Cybersecurity or enterprise software company preferred

• Flexibility for travel 

Additional Information

The Team

Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new solution offerings, transitioning from old solutions to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.

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 between $98000 – $158500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment
We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

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 [email protected].

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.

All your information will be kept confidential according to EEO guidelines.