Customer Success Manager

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 

The Customer Success Manager will act as a trusted advisor to our customers to help ensure efficient Palo Alto Networks’ public cloud security solution adoption and accelerate business value and ROI from customers’ investment in Palo Alto Networks during their cloud transformation journey. In this role, you will work closely with CISOs, Security Architects, Security Engineers, and DevOps teams within mid-to-large enterprises to implement best in class cloud security solutions. The end result is increased customer satisfaction, value, retention, and expansion of the Palo Alto Networks cloud security footprint.

Your Impact

• Own the ultimate responsibility for the customer’s on-boarding, adoption, satisfaction and advocacy across a portfolio of customers
• Develop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to drive cybersecurity solution adoption to  ensure they are leveraging the solution to achieve full business value
• Develop a comprehensive understanding of typical business and security challenges faced by customers and common cyber security objectives to appropriately map features and associated business benefits to address their needs
• Serve as a customer advocate in influencing product roadmap and improvements
• Advise and recommend on how the Palo Alto Networks cybersecurity solution can be used to help mature and improve a customer's Security Operations Center(SOC), Cloud Security Change Management process
• Manage performance metrics CSAT, Renewal rate, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement. Identify renewal risk and collaborate with internal teams to remediate
• Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed

Qualifications

Your Experience

• 5+ years relevant work experience in customer success, consulting, post sales technical account management and  similar roles
• Experience as a SOC analyst/manager preferred. Experience with Security Incident Response tools and IR workflow process
• 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
• Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions
• Highly data-driven with a commitment to following process
• Excited about driving and tracking a consistent engagement process with all customers in your portfolio
• Team player with the highest level of integrity, who will innovate to continue improving the way we serve our customers
• Previous experience with a Cybersecurity/SaaS solutions company