Senior Customer Success Manager / Senior Account

At Palo Alto Networks® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. 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.

We take our mission of protecting the digital way of life seriously. Our values were crowdsourced by employees and are brought to life through each of us every day - from disruptive innovation and collaboration to execution. As a member of our team, you will be shaping the future of cybersecurity.

Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships.

As a Customer Success Manager, you are a critical part of our customers’ adoption of security integrations. You act as their day-to-day contact for products in the Network Security portfolio, establishing relationships with them in order to understand security and business priorities, provide guidance, and share operational best practices for their secure environments.

You’ll manage our customers’ services experience to ensure Palo Alto Networks is exceeding their expectations. You’ll guide for quick and consistent adoption, accelerated integrations with new cloud security products, and real-time support and strategy. You have in-depth knowledge of indicators of success, leveraging data and your analytical aptitudes to guide changes, updates, and improvements.

In this role, you will work closely with CISOs, security architects, security engineers, and development operations teams within mid-to-large enterprises and alongside the internal account team, confidently presenting implementation plans to all ranges of technical ability.

This position calls for someone who possesses a good background in Cybersecurity, SaaS and Customer Success, and works proactively to drive results. This person is a self-starter, flexible, has a high level of integrity and is action and goal-oriented in a fast-paced, team-oriented, collaborative environment.

• Develop a strong partnership with and become a trusted advisor to customer stakeholders, channel partners, and executive sponsors to drive product adoption.
• Advise the customer on their platform adoption, their deployment of best practices using tools such as the Best Practice Assessment and partnering with Professional Services and Enablement on delivering on some of the services like security optimization and identifying training opportunities for their teams.
• Coach customers on how to establish and implement their Network Security change management, governance, and the centre of excellence programmes.
• Identify and escalate risks and issues to the customer and Support team to achieve client success.
• Gain a deep understanding of typical business challenges faced by our customers in order to appropriately map features in their security environments, as well as provide proactive information, guidance, and support.
• Identify risks to customers’ subscription and service renewals on an ongoing basis and collaborate with internal teams to remediate client concerns and ensure renewal readiness.
• Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new service and product opportunities for the account team.
• Monitor key performance metrics like customer satisfaction, renewal rate, product upsell/cross-sell identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement - leverage these key metrics to build a strategic plan to address negative changes in the metrics.
• Proactively engage Customer Support, Product Management and Engineering to monitor and resolve complex technical issues.
• Deliver Executive Business Reviews (Quarterly Services Review) with the support and involvement of the Account Team.
• Internal collaboration with other services teams.

Pre-sales, account management, customer success, consulting or similar roles related to driving customer success and adoption, along with client-facing sales/services experience.

Experience working with Cloud platforms (Amazon Web Services, Google Cloud Platform, Azure) and in cybersecurity.

Experience in or ability to work with technical support and/or professional services within the high-tech industry.

Experience with a SaaS solutions company and/or an enterprise software company.

Strong consulting and project management skills, with proven results working as a reliable advisor to drive business value for customers.

Possibly holds Project Management or Service Delivery qualifications such as PMP, PRINCE2, and ITIL.

Highly data-driven with a dedication to following the process, ability to prioritise work within a demanding environment, and consistently delivering results.

Ability to identify key customer stakeholders to engage and build relationships without direct supervision.

Passionate about driving and tracking a consistent engagement process with all supported customers.

Ability to multi-task and work in a dynamic environment to address emerging security risks and challenges.

Preferred Knowledge of Networking and CyberSecurity Network Security.

Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity.

Fluent in English is required. Fluency in one or more of the following languages: French, German, Arabic, Turkish, Hebrew or Portuguese would be considered a valuable asset.

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. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, transitioning from old products 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.

We’re problem solvers that take risks and challenge cybersecurity’s status quo. 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.

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.