Enterprise Customer Success Manager

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

As an Enterprise Customer Success Manager at Palo Alto Networks, you will use your skillset to build key relationships, working closely with Directors/Managers of Security, Security Engineers, Security Architects, and Dev-Ops teams to implement best- in- class Access and Identity products from IDIRA. The E-CSM works with mid-to-large enterprise customers and is accountable for ensuring these customers adopt and realize the recurring value from IDIRA products, Perpetual or Subscription, on-premises or cloud. Your results will be increased customer satisfaction, value, retention, and expansion of the IDIRA security footprint.

Own and drive onboarding, adoption, and advocacy across a portfolio of customers. Work with customers to build success plans, establish critical goals, and aid customers in achieving their objectives. Design and execute a value roadmap for each customer in your portfolio. Establish regular cadence calls (Weekly, Monthly, Quarterly) with each assigned customer. Conduct Quarterly business reviews to ensure successful outcomes from IDIRA solutions. Review executive dashboards and program status, continually measuring and monitoring customer health metrics and KPIs. Solidify your position as a trusted advisor/strategic advisor with all customers and drive continued value of our products and services. Partner with IDIRA Account Team (Account Executives, Security Architects, Sales Engineers, and Training) to find opportunities for new usage of IDIRA across organizational functions, and build contract renewal, upsell, and cross-sell opportunities. Define success plans for at-risk customers and execute them in collaboration with a functional team. Act as the voice of the customer internally to advocate for customers’ needs.   Leverage internal tools, including Gainsight, to archive customer activity and other key data points. Identify and communicate areas for improvement in customer experience including both product and process.

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. Excellent written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner for both executive and end-user audiences. Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company working with large enterprise customers highly desired. Strong knowledge of cloud