Cybersecurity Onboarding Success Manager

Palo Alto Networks; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Palo Alto Networks is seeking an Onboarding Customer Success Manager to own the onboarding journey for ANZ customers, driving measurable success milestones and cross-functional coordination. You will align customer goals with onboarding milestones, ensuring rapid value realization and adoption of Idira solutions.

The role requires 4+ years in customer success or onboarding, strong project management, and a proactive problem-solving mindset, with travel as needed.

Qualifications

• 4+ years of relevant experience in Customer Success, Onboarding, Implementation, or a related role within SaaS or technology companies.
• Demonstrated project management skills or familiarity managing complex onboarding projects.
• Passionate about customer satisfaction with a strong, proactive problem-solving mindset.
• Ability to manage multiple simultaneous onboarding engagements effectively.
• Strong technical aptitude; experience explaining complex software products. Prior hands-on implementation or technical background is a plus.
• Familiarity with cybersecurity domain concepts such as Identity & Access Management, Windows/Active Directory, and cloud platforms (AWS, Azure, or GCP).
• Experience using customer success platforms (e.g., Salesforce, Gainsight, ChurnZero, HubSpot).
• Willingness and availability to travel as needed.

Responsibilities

• Own the Onboarding Journey: Lead customers through a structured, milestone-driven onboarding process, ensuring they understand the Idira solution, its value, and the path to success.
• Cross-Functional Collaboration: Partner closely with Sales, Professional Services, Support, Sales Engineering, Customer Success Executives, and Renewals to provide consistent and coordinated onboarding experience.
• Customer Goal Alignment: Work collaboratively with customers to define, document, and translate their business objectives into clear, actionable onboarding milestones.
• Identify and assign key customer champions, admins, and end-users critical to onboarding success and product adoption.
• Risk and Escalation Management: Develop and communicate an escalation framework early onboarding to address potential issues or blockers swiftly.
• Identify Gaps Early: Proactively detect potential roadblocks or readiness gaps and mobilize Idira internal resources to drive resolution.
• Regular Progress Reviews: Conduct scheduled check-ins (monthly/bi-monthly) to monitor onboarding progress, address concerns, and ensure timely value realization.
• Advocate Enablement: Recommend and support customers in leveraging Idira enablement tools such as training programs, community forums, and documentation for self-service learning.
• Continuous Improvement: Gather customer feedback and contribute insights to enhance the onboarding process and overall customer experience.

Skills

Customer Success

Onboarding

Project management

Problem-solving

Multitasking

Technical aptitude

Cybersecurity concepts

Travel flexibility

Tools

Salesforce

Gainsight

ChurnZero

HubSpot

Job description

Palo Alto Networks is seeking an Onboarding Customer Success Manager to own the onboarding journey for ANZ customers, driving measurable success milestones and cross-functional coordination. You will align customer goals with onboarding milestones, ensuring rapid value realization and adoption of Idira solutions.

The role requires 4+ years in customer success or onboarding, strong project management, and a proactive problem-solving mindset, with travel as needed.