Strategic Enterprise Customer Success Manager (Remote)

Palo Alto Networks, Inc.; Burbank (CA); Remote; USD 124,000 - 202,000; Full time

Job summary

Palo Alto Networks, Inc. seeks a results-driven Senior Customer Success Manager to own onboarding, adoption, and advocacy across a portfolio of enterprise customers. You will partner with cross-functional teams to ensure successful outcomes and long-term value.

The role emphasizes building success plans, regular executive reviews, and health monitoring while aligning customer needs with product and security service offerings. Remote role with global collaboration; travel up to 25% as needed.

Qualifications

• 5+ years of experience in customer success or related roles.
• Ability to interact with both technical and non-technical stakeholders.
• Experience with cybersecurity/SaaS or enterprise software preferred.
• Knowledge of cloud platforms (AWS, Azure, GCP) and on-premises IT.
• Familiarity with IAM and SIEM domains.

Responsibilities

• Own onboarding, adoption, and advocacy across enterprise customers.
• Build success plans and value roadmaps.
• Conduct weekly/monthly/quarterly business reviews.
• Review dashboards and monitor health metrics.
• Act as trusted strategic advisor to drive value.
• Collaborate with cross-functional teams to identify upsell opportunities.
• Define and manage risk for at-risk customers.
• Advocate for customer needs and feedback to product.
• Use Gainsight to archive customer activity and data.

Skills

Customer success

Consulting

Post-sales

Communication

Cloud architectures

Directory services

Security concepts

Enterprise software

Tools

Gainsight

Job description

Palo Alto Networks, Inc. seeks a results-driven Senior Customer Success Manager to own onboarding, adoption, and advocacy across a portfolio of enterprise customers. You will partner with cross-functional teams to ensure successful outcomes and long-term value.

The role emphasizes building success plans, regular executive reviews, and health monitoring while aligning customer needs with product and security service offerings. Remote role with global collaboration; travel up to 25% as needed.