Customer Success Architect

Palo Alto Networks; Harrisburg (Dauphin County); Remote; USD 142,000 - 230,000; Full time

Job summary

Palo Alto Networks is seeking a Customer Success Architect for Chronosphere to guide large, strategic deployments in a remote US-based role. You will build trusted relationships, lead account planning, and drive adoption of the observability platform across diverse teams.

You’ll partner with DevOps and executive stakeholders, shape success metrics, and influence product direction. Remote work, competitive compensation, and a path to impact at scale are offered as part of a growing Customer

Qualifications

• 5+ years of experience in technical, customer-facing roles like Customer Success, Solutions Architecture, Sales Engineering, or Professional Services.
• Managed a portfolio of large, complex customers with $1M+ ARR, driving strategic initiatives and delivering measurable outcomes.
• Experience partnering with technical stakeholders (Dev Ops, Engineering, CTO/CIO) and know how to tailor your communication across audiences.
• You think like a strategist, not just an order-taker: you're comfortable owning account strategy, influencing executive conversations, and proactively driving adoption and expansion.
• Strong skills in project management, executive communication, discovery, stakeholder management, and value-based storytelling.
• Hands-on knowledge of observability, monitoring, and cloud-native environments, and you're excited by technologies like Kubernetes, Prometheus, OpenTelemetry, and distributed systems.
• Curiosity, a growth mindset, and a drive to turn ambiguity into opportunity.

Responsibilities

• Build trusted relationships across all levels of customer organizations, from technical end users to business executives.
• Build, maintain, and execute strategic account plans for your customers
• Lead strategic engagements such as 1:many customer enablement, executive business reviews, and new customer onboardings.
• Serve as the primary advisor across technical initiatives and strategic business outcomes.
• Identify and mitigate risks within your customer portfolio.
• Navigate the Chronosphere ecosystem to remove obstacles, drive adoption, and maximize customer value.
• Act as the voice of the customer to influence product development and customer success strategies.
• Drive adoption of Chronosphere’s platform and features, delivering measurable value and communicating ROI.
• Deliver strategic insights to help customers achieve their business goals.
• Contribute to the evolution of Chronosphere's Customer Success playbooks and best practices.

Skills

Customer success

Stakeholder management

Executive communication

Strategic account planning

Observability knowledge

Education

Bachelor's degree or equivalent

Tools

Kubernetes

Prometheus

OpenTelemetry

Distributed systems

Job description

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!

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 Summary

About the team

Chronosphere, a Palo Alto Networks company, is the observability platform built for control in the modern, containerized world. Chronosphere empowers customers to focus on the data and insights that matter by reducing complexity, optimizing costs, and remediating issues faster. Chronosphere reduces data volumes and associated costs by 84% on average while saving developers thousands of hours. Recognized as a leader by major analyst firms, Chronosphere is trusted by the world's most innovative brands, including DoorDash, Affिrm, and Zillow.

About the role

The Customer Success Architect (CSA) acts as the post-sales leader for Chronosphere’s largest customers. They offer strategic and technical guidance to help customers unlock the full potential of their observability strategy and maximize the use and value of Chronosphere.

In this role, you’ll guide customers through the customer journey, helping them navigate challenges, identify new use cases, and mitigate risk. You’ll build deep partnerships (both internal and external), manage day-to-day interactions, and collaborate cross-functionally to deliver exceptional outcomes. If you love solving complex problems, thrive in fast-paced environments, and want to leave your mark on a growing company and Customer Success organization in its most exciting phase, we’d love to hear from you.

You will

• Build trusted relationships across all levels of customer organizations, from technical end users to business executives.
• Build, maintain, and execute strategic account plans for your customers
• Lead strategic engagements such as 1:many customer enablement, executive business reviews, and new customer onboardings.
• Serve as the primary advisor across technical initiatives and strategic business outcomes.
• Identify and mitigate risks within your customer portfolio.
• Navigate the Chronosphere ecosystem to remove obstacles, drive adoption, and maximize customer value.
• Act as the voice of the customer to influence product development and customer success strategies.
• Drive adoption of Chronosphere’s platform and features, delivering measurable value and communicating ROI.
• Deliver strategic insights to help customers achieve their business goals.
• Contribute to the evolution of Chronosphere's Customer Success playbooks and best practices.

Qualifications

You have

• 5+ years of experience in technical, customer-facing roles like Customer Success, Solutions Architecture, Sales Engineering, or Professional Services.
• Managed a portfolio of large, complex customers with $1M+ ARR, driving strategic initiatives and delivering measurable outcomes.
• Experience partnering with technical stakeholders (Dev Ops, Engineering, CTO/CIO) and know how to tailor your communication across audiences.
• You think like a strategist, not just an order-taker: you're comfortable owning account strategy, influencing executive conversations, and proactively driving adoption and expansion.
• Strong skills in project management, executive communication, discovery, stakeholder management, and value-based storytelling.
• Hands-on knowledge of observability, monitoring, and cloud-native environments, and you're excited by technologies like Kubernetes, Prometheus, OpenTelemetry, and distributed systems.
• Curiosity, a growth mindset, and a drive to turn ambiguity into opportunity.

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/com-missioned 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 (https://benefits.paloaltonetworks.com/) .

$142,000.00 - $230,000.00/yr

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.