Remote Identity Enterprise Customer Success Lead

Palo Alto Networks, Inc.; Indiana (PA); Remote; USD 123,000 - 202,000; Full time

Job summary

Palo Alto Networks is seeking an Identity Enterprise Customer Success Manager to build strong relationships with mid-to-large enterprise customers, guiding adoption of IDIRA and related Security products across on-premises or cloud deployments.

You will collaborate with Directors, Security Engineers, Account Team and Training to define success plans, monitor health metrics, and drive renewals and expansion while acting as the voice of the customer.

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

Responsibilities

• 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 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 with all customers and drive continued value of our products and services.
• Partner with IDIRA Account Team 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.

Skills

Customer success

Consulting

Project management

Executive communication

Cybersecurity SaaS

Cloud architecture

Directory services

Tools

Gainsight

Active Directory

Job description

Palo Alto Networks is seeking an Identity Enterprise Customer Success Manager to build strong relationships with mid-to-large enterprise customers, guiding adoption of IDIRA and related Security products across on-premises or cloud deployments.

You will collaborate with Directors, Security Engineers, Account Team and Training to define success plans, monitor health metrics, and drive renewals and expansion while acting as the voice of the customer.