Onboarding Customer Success Manager - Apj

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

Melbourne, Victoria, Australia
North Sydney, New South Wales, Australia Identity Security Customer Success Management Ref ID: JR-022155

Our Mission

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. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

As an Onboarding Customer Success Manager at Idira, you will own and drive the onboarding journey for a diverse portfolio of customers across the ANZ region. Your primary goal is accelerating customers' time-to-value by establishing measurable success criteria, proactively managing their onboarding milestones, and orchestrating cross-functional teams to ensure a seamless start to their cybersecurity journey. Your efforts will cultivate adoption, drive satisfaction, and lay a strong foundation for future growth opportunities.

Key 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.

Roles & Responsibilities

• 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.

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.

Our Commitment

We're trailblazers that dream big, 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 [e-mail].

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.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.