Remote Enterprise Customer Success Leader

Palo Alto Networks, Inc.; Boston, Northern (MA, KY); Hybrid; USD 124,000 - 202,000; Full time

Job summary

Palo Alto Networks, Inc. is seeking a seasoned Customer Success leader to own onboarding, adoption, and advocacy for large enterprise customers, focusing on value realization and risk management.

You will collaborate with cross-functional teams, drive QBRs, monitor health metrics, and leverage Gainsight to ensure continued customer success and renewals.

The role is fully remote with up to 25% travel and offers a compensation range of $123,880 to $202,070 per year, with potential RSUs and bonus.

Qualifications

• 5+ years of relevant work experience in customer success, consulting, post-sales technical account management, or similar roles.
• Consulting & Project Management: Proven results as trusted advisor driving business value, 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: Cloud architecture (AWS, Azure, GCP) and on-premises IT landscapes; Active Directory/LDAP; networking basics; Windows/UNIX.
• Domain Preferred Experience: Idira or enterprise IAM/SIEM solutions experience.
• Travel: Up to 25% travel.

Responsibilities

• Portfolio Ownership: Own onboarding, adoption, and advocacy across a portfolio of assigned enterprise customers.
• Success Planning: Build success plans, establish critical goals, and design a value roadmap for each customer.
• Customer Cadence & QBRs: Establish regular cadence calls 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 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.

Skills

Customer Success

Consulting

Communication

Cybersecurity

Cloud Architecture

Identity Management

Travel

Tools

Gainsight

Job description

Palo Alto Networks, Inc. is seeking a seasoned Customer Success leader to own onboarding, adoption, and advocacy for large enterprise customers, focusing on value realization and risk management.

You will collaborate with cross-functional teams, drive QBRs, monitor health metrics, and leverage Gainsight to ensure continued customer success and renewals.

The role is fully remote with up to 25% travel and offers a compensation range of $123,880 to $202,070 per year, with potential RSUs and bonus.