Enterprise Customer Success Manager

Palo Alto Networks; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

Palo Alto Networks is seeking an Enterprise Customer Success Manager to cultivate key relationships with Directors and Security teams across mid-to-large enterprises. You will drive onboarding, adoption, and value realization for IDIRA solutions—on-premises and cloud—while expanding the footprint through renewals and upsell opportunities.

You will collaborate with Account Executives, Security Architects, and Training teams, establishing strategic success plans, regular reviews, and health

Qualifications

• 5+ years relevant work experience in customer success, consulting, post-sales technical account management.
• Strong consulting and project management skills with proven results as trusted advisor.
• Excellent written and verbal communication skills for executive and end-user audiences.
• Experience with Cybersecurity/SaaS and enterprise software for large customers.
• Knowledge of cloud platforms (AWS, Azure, GCP) and on-prem environments.
• Understanding of directory services (Active Directory, LDAP, Azure) and security operations.
• Experience with enterprise software installation/support on Windows/UNIX.
• Travel up to 25%.

Responsibilities

• Own onboarding, adoption, and advocacy across a portfolio of customers.
• Build success plans with customers and help achieve objectives.
• Design and execute a value road-map for each customer in your portfolio.
• Establish regular cadence calls (Weekly, Monthly, Quarterly).
• Conduct quarterly business reviews to ensure outcomes from IDIRA solutions.
• Monitor customer health metrics and KPIs via dashboards.
• Act as trusted advisor to drive continued value of products/services.
• Collaborate with IDIRA Account Team to identify upsell/cross-sell opportunities.
• Develop success plans for at-risk customers and drive execution.
• Be the voice of the customer to internal teams.

Skills

Customer success

Enterprise software

Cloud architecture

Security SaaS

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

As an Enterprise Customer Success Manager at Palo Alto Networks, you will use your skillset to build key relationships, working closely with Directors/Managers of Security, Security Engineers, Security Architects, and Dev-Ops teams to implement best- in- class Access and Identity products from IDIRA. The E-CSM works with mid-to-large enterprise customers and is accountable for ensuring these customers adopt and realize the recurring value from IDIRA products, Perpetual or Subscription, on-premises or cloud. Your results will be increased customer satisfaction, value, retention, and expansion of the IDIRA security footprint.

What you will do:

• Own and drive onboarding, adoption, and advocacy across a portfolio of customers.
• Work with customers to build success plans, establish critical goals, and aid customers in achieving their objectives.
• Design and execute a value roadmap for each customer in your portfolio.
• Establish regular cadence calls (Weekly, Monthly, Quarterly) with each assigned customer.
• Conduct Quarterly business reviews to ensure successful outcomes from IDIRA solutions.
• Review executive dashboards and program status, continually measuring and monitoring customer health metrics and KPIs.
• Solidify your position as a trusted advisor/strategic advisor with all customers and drive continued value of our products and services.
• Partner with IDIRA Account Team (Account Executives, Security Architects, Sales Engineers, and Training) to find opportunities for new usage of IDIRA across organizational functions, and build contract renewal, upsell, and cross-sell opportunities.
• Define success plans for at-risk customers and execute them in collaboration with a functional team.
• Act as the voice of the customer internally to advocate for customers’ needs.
• Leverage internal tools, including Gainsight, to archive customer activity and other key data points.
• Identify and communicate areas for improvement in customer experience including both product and process.

Qualifications

• 5+ years relevant work experience in customer success, consulting, post-sales technical account management and similar roles.
• Strong consulting and project management skills with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth.
• Excellent written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner for both executive and end-user audiences.
• Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company working with large enterprise customers highly desired.
• Strong knowledge of cloud architecture (AWS, Azure, GCP) as well as on-premises IT landscape
• Solid understanding of concepts and the development of security roles 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.
• 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.
• Up to 25% travel

Qualifications

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.

• /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.