Manager, Customer Success

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Your Career

This role is focused on ensuring our customers’ success, driving growth/adoption of our technology as well as boosting renewals and gleaning strategic insights that improve our product value. This is an exciting opportunity to unequivocally influence our customers and Palo Alto Networks success. Reporting to the EMEA SASE Customer Success Sr Manager, in this role you will lead an internationally dispersed  team of Customer Success Managers, responsible for managing strategic and enterprise accounts.

This is a challenging role that requires exceptional customer relationships, team building, deep management and demonstrated coaching skills, a motivational style, and analytical skills. We are looking for someone who is truly passionate about customer advocacy and team development and has a proven track record to talk about! Additionally, you will have a focus on quality management; foster an environment of innovation and high accountability, and demonstrate the ability to drive continuous operational improvement as a way of working and managing. Are you a person, by nature, that is a risk-taker, with a high level of ambition, and who thrives in an environment of change?

Your Impact

• Manage your team to develop delivery plans that maximize the customer experience and achieve higher product adoption, customer satisfaction, and overall health scores
• Leading a team of about 10 Customer Success Managers - assisting the team with key escalations and, where required, the production of best practice blueprints for the portfolio of customers
• Measure effectiveness of Customer Success Managers, ensuring the team delivers on Key Operational metrics, including Customer Health - Green/Yellow/Red, Adoption (Consumption & Usage), Reference-ability, Renewal Likelihood, Upsell / Cross-Sell Potential, and % Retention / Renewal
• Create cadence for review within the team to drive premier programmatic Customer Success practice
• Attracting, hiring and retaining a group of Customer Success Managers, attract high potential individual contributors into the team, ensure rapid onboarding process for new team members, foster collaboration within internal teams and across the customer lifecycle
• Working closely with Sales reps and Renewals managers to identify new opportunities and upsell potential
• Increase the lifetime value of the Customer through greater advocacy and reference-ability; serving as a customer advocate in the evolution of our products and platform functionality integral to the customer's success
• Engage broadly across the Customer organization from management through to C-Level/Influencer as required
• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services
• Actively assess the interactions with our top customers (product performance, depth, and breadth of usage, Support experience)

Quali