Executive Customer Success Manager

Palo Alto Networks, Inc.; Boston (MA); Remote; USD 110,000 - 170,000; Full time

Job summary

Alto Networks is seeking a seasoned Customer Success professional to own onboarding, adoption, and advocacy for a portfolio of enterprise customers. You will collaborate with Account Executives, Security Architects, Sales Engineers, and Training to drive value and contract renewals across Idira solutions.

The role emphasizes strong cloud knowledge (AWS/Azure/GCP), data-driven health monitoring, and the ability to engage both technical and business stakeholders. Travel up to 25% may be required.

Qualifications

• 5+ years of relevant work experience in customer success, consulting, post-sales technical account management, or similar roles.
• Proven results as a trusted advisor driving business value across technical and non-technical stakeholders.
• Strong knowledge of cloud architecture (AWS, Azure, GCP) and on-premises IT landscapes, including support and security operations.
• Prior experience with Idira Software solutions or enterprise applications in IAM/SIEM space is preferred.

Responsibilities

• Own onboarding, adoption, and advocacy across a portfolio of assigned enterprise customers.
• Work with customers to build success plans, establish goals, and design/execute a value roadmap.
• Establish regular cadence calls and conduct Quarterly Business Reviews to ensure successful outcomes.
• Review dashboards, monitor KPIs, and maintain customer health.
• Partner with the Idira Account Team to identify usage opportunities and renewals.

Skills

Customer success

Account management

Cross-functional collaboration

Strategic advisory

Stakeholder communication

Tools

Gainsight

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. In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. Disruption, Collaboration, Execution, Integrity, and Inclusion. 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.

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.

Solidify your position as a trusted strategic advisor with all customers to drive continued value of products and services.

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.

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.

Industry Background

Previous experience with a Cybersecurity/SaaS solutions company or enterprise software company working with large enterprise clients is highly desired.

Strong knowledge of cloud architecture (AWS, Azure, GCP) and on‑premises IT landscapes. 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).

Travel

Up to 25% travel requirement.

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. We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo.

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

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? Please note that we will not sponsor applicants for work visas for this position.