Full-Time Senior Customer Success Manager

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

• 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 and white glove customer service starting with outreach after the deal is closed and setting expectations for the onboarding journey.
• Drive adoption - Understand the customers requirements and timelines and build a project plan to track milestones.
• Conduct onboarding reviews to ensure customers are satisfied with the service and the support they are receiving.
• Proactively identify up-sell and renewal opportunities and grow revenue
• 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 AIRS messaging, current and offerings updates, events, and main points of contact.
• Works closely with the product team to ensure customer feature requests are prioritized and product feedback is provided to the correct product owners.
• Develop an understanding of 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 account strategies.
• 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.

• 5 or more years of experience in Customer Success / Project Management.
• Previous experience building / optimizing a customer journey in a fast paced environment where requirements are constantly changing.
• Understands Palo Alto resources and knows when to bring leadership, management, and other teams to customer calls.
• Strong consulting and project management skills and a history of proven results working as a trusted advisor to drive business value for customers.
• Proven track record of managing customers as escalations, balancing customer expectations, and negotiating successful resolutions.
• Desire to partner and work cross-functionally with with Sales, Operations, and Consulting teams
• Previous experience within AI Cybersecurity or enterprise software company preferred
• Flexibility for travel

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