Customer Success Manager, Unit 42

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!

Job Description

Your Career

As a member of the Unit 42 team, you will be one of the next members of a growing team that is responsible for the successful adoption of purchased U42 offerings and driving the increased up-sell of additional services/products. We are looking for experienced SaaS sales or customer success professionals (ideally with cybersecurity domain expertise) who want to make an impact in a fast-paced, high-growth environment.

We expect office-based employees to be in the office four days per week, with one day working from where they choose. We believe being together facilitates casual conversations and those magic moments where we can work on issues and ideas informally. These moments build capability and deepen trusted relationships and allow our people to feel safe in taking risks and being disruptive. Like so many companies, we are working through the details and things could change …. but in general if a role is deemed office-based we want our teams to be together four days per week.

Your Impact

• Ensure customers are maximizing their return on investment by owning the customer’s on-boarding, adoption, satisfaction and advocacy across a portfolio of customers

  • Provide high touch/white glove customer outreach immediately post close to shepherd customers through the on-boarding process

  • Drive adoption- ensure customer applies the offering hours in a timely manner

  • Ensure customer is measurably satisfied with the service they are receiving

  • Informing customers of refresh needs and options 

  • Proactively identify up-sell and renewal opportunities and grow revenue

  • Facilitate portfolio renewals

• 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

• Be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with consulting teams and become a Subject Matter expert over time

• Ensure continual communication with customers on Unit 42 messaging, current and offerings updates, events, main points of contact within Unit 42, and touchpoint for all feedback from our customer

• Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map services and associated business benefits to address their needs

• Serve as a customer advocate in influencing service and product roadmap and improvements

• Partner closely with sales and consulting teams to develop and apply these processes - Must be able to build trust and influence 

• Manage performance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement

• Capture and nurture CISO and execute relationships to influence the recurring strategic spend

Qualifications

Your Experience 

• Experience building out new programs and initiatives within an ever evolving organization is preferred

• Strong consulting and project m