Enterprise Customer Success Manager

Jobs Paloaltonetworks; Boston (MA); Remote; USD 124,000 - 202,000; Full time

Job summary

Palo Alto Networks is seeking a Customer Success leader to own onboarding, adoption, and advocacy for a portfolio of enterprise customers. You will craft success plans, drive value roadmaps, and run cadence calls and QBRs to ensure outcomes.

You will monitor health metrics and act as a trusted advisor, partnering with Account Executives, Security Architects, Sales Engineers, and Training to unlock renewals and upsell opportunities. Travel up to 25% may be required.

Qualifications

• 5+ years in customer success, post-sales, or similar roles.
• Ability to interact across technical and non-technical levels.
• Clear written and verbal communication for executives and users.
• Experience with cybersecurity or SaaS solutions for large enterprises preferred.
• Familiarity with cloud architectures and enterprise IT environments.

Responsibilities

• Portfolio Ownership: own onboarding, adoption, and advocacy across enterprise customers.
• Design success plans and set critical goals; develop a value roadmap for each customer.
• Establish regular cadence calls (Weekly/Monthly/Quarterly) and conduct QBRs.
• Review dashboards and monitor health metrics and KPIs to ensure outcomes.
• Position yourself as a trusted strategic advisor to drive ongoing value.
• Collaborate with Account Executives, Security Architects, Sales Engineers, and Training teams to identify upsell opportunities and renewals.
• Define and execute plans for at-risk customers with cross-functional teams.
• Advocate for customer needs and communicate product/process improvement opportunities.
• Leverage internal tools like Gainsight to track customer activity and data.

Skills

Customer success

Communication

Executive storytelling

Cybersecurity domain

Tools

Gainsight

AWS

Azure

GCP

Active Directory

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

What You Will Do

• Portfolio Ownership: Own and drive onboarding, adoption, and advocacy across a portfolio of assigned enterprise customers.
• Success Planning: Work with customers to build success plans, establish critical goals, and design/execute a value roadmap for each customer in your portfolio.
• Customer Cadence & QBRs: Establish regular cadence calls (Weekly, Monthly, Quarterly) and conduct Quarterly Business Reviews to ensure successful outcomes from Idira solutions.
• Health Monitoring: Review executive dashboards and program status, continually measuring and monitoring customer health metrics and KPIs.
• Strategic Advising: Solidify your position as a trusted strategic advisor with all customers to drive continued value of products and services.
• Cross-Functional Collaboration: Partner with the Idira Account Team (Account Executives, Security Architects, Sales Engineers, and Training) to identify new usage opportunities and build contract renewal, upsell, and cross-sell pipelines.
• Risk Management: Define and execute success plans for at-risk customers in collaboration with functional teams.
• Customer Advocacy: Act as the voice of the customer internally to advocate for customer needs and communicate areas for product and process improvements.
• Data Management: Leverage internal tools, including Gainsight, to archive customer activity and key data points.

Qualifications

• Experience: 5+ years of relevant work experience in customer success, consulting, post-sales technical account management, or similar roles.
• Consulting & Project Management: Proven results working as a trusted advisor driving business value, with the ability to interact across technical and non-technical depth levels.
• Communication: Excellent written and verbal communication skills with the ability to simplify complex technical topics for executive and end-user audiences.
• Industry Background: Previous experience with a Cybersecurity/SaaS solutions company or enterprise software company working with large enterprise clients is highly desired.
• Technical Knowledge: Strong knowledge of cloud architecture (AWS, Azure, GCP) and on-premises IT landscapes. Solid understanding of security role development and concepts within organizations. Practical experience with enterprise Directory services (Active Directory, LDAP, Azure, etc.) including support and security operations. Fundamental technological knowledge of networking environments. Experience installing and supporting enterprise software on Windows and UNIX platforms.
• Domain Preferred Experience: Prior experience with Idira Software solutions is preferred, or relevant experience with enterprise applications, security management, systems management, identity management, and/or policy management solutions (especially in the IAM and SIEM space).
• Travel: Up to 25% travel requirement.

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.

$123,880.00 - $202,070.00/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.