Full-Time Senior Customer Success Manager

As a Senior Customer Success Manager, you are a critical part of our customers’ adoption of security integrations.

You act as their day-to-day contact for products in the Network Security portfolio, establishing relationships with them in order to understand security and business priorities, provide guidance, and share operational best practices for their secure environments.

You’ll manage our customers’ services experience to ensure Palo Alto Networks is exceeding their expectations.

You’ll guide for quick and consistent adoption, accelerated integrations with new cloud security products, and real-time support and strategy.

You have in-depth knowledge of indicators of success, leveraging data and your analytical aptitudes to guide changes, updates, and improvements.

In this role, you will work closely with CISOs, security architects, security engineers, and development operations teams within mid-to-large enterprises and alongside the internal account team, confidently presenting implementation plans to all ranges of technical ability.

This position calls for someone who possesses a good background in Cybersecurity, SaaS and Customer Success, and works proactively to drive results. This person is a self-starter, flexible, has a high level of integrity and is action and goal-oriented in a fast-paced, team-oriented, collaborative environment.

1. Lead client's product onboarding experience, adoption, and expansion.
2. Be the customers’ guide through the entire post-sales journey, and advocate in influencing product roadmap and improvements.
3. Develop a strong partnership with and become a trusted advisor.
4. Advise the customer on their platform adoption, their deployment of best practices using tools like the Best Practice Assessment, and partnering with Professional Services and Enablement.
5. Coach customers on how to establish and implement their Network Security change management.
6. Identify and escalate risks and issues to the customer and Support team.
7. Gain a deep understanding of typical business challenges.
8. Identify risks to customers’ subscription and service renewals.
9. Establish relationships with customer executive sponsors.
10. Monitor key performance metrics.
11. Proactively engage Customer Support, Product Management, and Engineering.
12. Deliver Executive Business Reviews.
13. Internal collaboration with other services teams.

Your Experience

• Pre-sales, account management, customer success, consulting or similar roles.
• Experience working with Cloud platforms (AWS, GCP, Azure).
• Experience in or ability to work with technical support and/or professional services.
• Experience with a SaaS solutions company and/or an enterprise software company.
• Strong consulting and project management skills.
• Good knowledge and experience with GainSight, SFDC, Google Suite systems.
• Possibly holds Project Management or Service Delivery qualifications.
• Highly data-driven and dedicated to following the process.
• Ability to identify key customer stakeholders.
• Ability to influence teams across the organization.
• Passionate about driving and tracking a consistent engagement process.
• Ability to multi-task and work in a dynamic environment.
• Excellent written and verbal communication skills.
• Preferred Knowledge of Networking and Cybersecurity.
• Fluent in English and German.

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