Senior Manager, Customer Upsell

Palo Alto Networks; Boston (MA); Remote; USD 167,000 - 271,000; Full time

Job summary

Palo Alto Networks in Boston is seeking a Senior Manager, Customer Upsell to lead expansion and upsell operations across NGTS and Quantum Safe Security solutions worldwide. You will drive renewal-led growth and align with Idira Renewal Team and M&T Specialists to capture opportunities during contract renewals.

This hands-on GTM role operates globally, establishing operating cadences, developing rep-friendly tools, and coaching regional teams to streamline complex deals while maintaining

Qualifications

• 8+ years in Renewal Management, Account Management, Customer Success, GTM Operations, or Commercial Deal Execution within enterprise cybersecurity or SaaS.
• Cross-functional co-selling with renewal managers, M&T specialists, and field teams to drive expansion.
• Experience structuring enterprise deals, BOMs, pricing models, and approvals across global frameworks.
• Understanding of SaaS renewal lifecycles, entitlement tracking, and renewal workflows.
• Ability to grasp enterprise security concepts and crypto transitions in business talks.
• Hands-on execution mindset with global regional coaching ability.
• CRM & analytics proficiency in Salesforce and Tableau.

Responsibilities

• Drive global renewal-led upsell execution to expand ACV and cross-sell security solutions.
• Align with Idira Renewal Team across theaters to identify renewal opportunities early.
• Collaborate with M&T Specialists and field teams to co-sell and align transition strategies.
• Build BOMs, model commercial scenarios, and resolve deal desk friction for complex upsell.
• Conduct entitlement audits and provide data for value-capture agreements during renewals.
• Create rep-facing resources like calculators and playbooks to position NGTS and Quantum upsells.
• Serve as the operational bridge among Product, Tech Consultants, Finance, and regional sales.
• Maintain Salesforce and Tableau dashboards for global pipeline visibility.
• Help establish global SOPs, playbooks, and onboarding as upsell teams expand.

Skills

Renewal management

Cross-functional co-selling

Commercial deal structuring

Renewal & entitlement mechanics

Technical security aptitude

Hands-on execution

CRM & analytics

Tools

Salesforce

Tableau

Google Workspace

Job description

Location: Boston, United States of America

Remote Type: Yes

Time Type: Full time

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

We are looking for a Senior Manager, Customer Upsell, to manage and execute our expansion and upsell operations globally across Next Generation Trust Security (NGTS) and Quantum Safe Security solutions.

Working in direct partnership with the Director of NGTS Upsell, you will be the primary global operational engine driving growth across our worldwide active renewal base. You will sit at the intersection of our renewal motions and account expansion globally, working in tight alignment with both the Idira Renewal Team and Management & Trust (M&T) Specialists across all geographic theaters (AMER, EMEA, APAC) to identify, structure, and capture upsell opportunities during contract renewal cycles.

This is a hands‑on GTM execution role with a global purview. Initially, you will operate as a global program lead working directly on priority accounts and complex deals to streamline customer transition paths. As the program scales, you will help establish standard worldwide operating cadences and onboard future team members across regions.

Key Responsibilities

• Global Renewal-Led Upsell Execution: Partner closely with the Director to execute commercial plays designed to drive ACV expansion, overconsumption capture, and Quantum Safe Security cross‑sell across all worldwide renewal cohorts.
• Idira Renewal Team Alignment (Global): Maintain a tight daily operational loop with the global Idira renewal organization to monitor upcoming renewal cohorts across theaters, review customer entitlement data, and identify candidate accounts for expansion early in the cycle.
• Management & Trust (M&T) Specialist Collaboration: Co‑sell and collaborate directly with M&T Specialists and field account teams globally—aligning commercial transition strategies, co‑developing proposals, and ensuring a unified front during customer contract discussions.
• Daily Deal Operations & BOM Creation: Work directly with M&T Specialists, Domain Consultants, and Finance to build Bills of Materials (BOM), model commercial transition scenarios, and resolve deal‑desk friction on complex upsell opportunities across time zones.
• Account Entitlement Audits: Conduct systematic usage audits across target accounts to identify overconsumption, providing actionable data to regional M&T reps to structure value‑capture agreements during renewal windows.
• Field Enablement & Tools: Develop practical, rep‑facing resources—such as commercial calculators, transition playbooks, and deal cheat sheets that help M&T Specialists and Idira Renewal Managers position NGTS and Quantum upsells effectively.
• Cross‑Functional Facilitation: Act as the operational bridge across Product Management, Technical Consultants, Finance, and regional sales leads globally to keep expansion deals moving and resolve execution hurdles.
• Pipeline & Forecasting Hygiene: Maintain clean CRM records in Salesforce and operational dashboards in Tableau to provide clear, actionable global pipeline visibility and forecasting data to the Director.
• Future Team Onboarding: Help establish standard global operating procedures, playbooks, and onboarding workflows as the dedicated upsell team expands across regions.

Qualifications

Required Qualifications

• Experience Level: 8+ years in Renewal Management, Account Management, Customer Success, GTM Operations, or Commercial Deal Execution within enterprise cybersecurity or SaaS, ideally supporting global accounts or multi-region theaters.
• Cross-Functional Co-Selling: Strong background working alongside domain specialists (M&T Specialists), renewal managers, and customer success teams to drive expansion revenue within existing accounts.
• Commercial Deal Structuring: Practical experience assembling BOMs, navigating enterprise contract terms, structuring upgrade pricing models, and managing deal‑desk approvals across complex global deal frameworks.
• Renewal & Entitlement Mechanics: Solid understanding of SaaS renewal lifecycles, software entitlement tracking, overconsumption capture, and contract transition workflows.
• Technical & Security Aptitude: Ability to quickly master and communicate enterprise security concepts, certificate lifecycle management, and cryptographic transitions in business conversations.
• Hands‑On Execution Mindset: Comfortable managing day‑to‑day deal support and administrative workflows directly across global regions, with the capability to coach and lead future team members down the road.
• CRM & Analytics Proficiency: Daily proficiency in Salesforce, Tableau, and Google Workspace for tracking global pipelines, analyzing account usage, and reporting.

Preferred Qualifications

• Experience in Certificate Lifecycle Management (CLM), PKI, or identity and trust security domains.
• Proven track record supporting structured upsell desks, migration programs, or GTM scaling initiatives within a global matrixed tech organization.

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.

$167,300.00 - $270,600.00/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.