Customer Success Manager

Customer Success Manager

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 includes:

• 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

Your experience includes:

• 5+ years relevant work experience in customer success, consulting, post sales technical account management and similar roles
• 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 and/or an enterprise software company highly desired
• Experience with enterprise security products and/or offerings
• Ability to multi-task and work in a fast-paced environment
• Flexibility for travel up to 30%
• This role be based in the office either in Santa Clara HQ, Plano, Reston or New York