Sr Identity Security 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! We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

As an Enterprise Customer Success Manager at Palo Alto Networks, you will play a key role in driving the growth and success of our ANZ business. You will work closely with mid-to-large enterprises to ensure that they derive maximum value from their investment in Palo Alto Networks (Idira products), whether perpetual or subscription-based, on-premise or cloud. Collaborating with Directors, Managers of Security, Security Engineers, Security Architects, and DevOps teams, you will help implement world-class Access and Identity solutions from Palo Alto Networks, leading to higher customer satisfaction, retention, and expansion of Palo Alto Networks Idira security footprint. You will act as a change agent within your region, bringing best practices, innovations, and new capabilities to both internal and external stakeholders, and driving the success of Idira’s products across your portfolio of customers. Key Responsibilities : Customer Onboarding & Success : Own the end-to-end customer journey from onboarding to adoption and advocacy. Drive the successful implementation and continuous value of Idira products across your customer portfolio. Strategic Planning & Execution : Collaborate with customers to develop tailored success plans and set critical goals that align with their objectives. Design and execute a value-driven roadmap to help customers achieve their desired outcomes. Regular Engagement & Reporting : Establish regular touchpoints (weekly, monthly, quarterly) with customers to review progress, provide updates, and measure success. Use executive dashboards and program status reports to ensure alignment and track performance. Trusted Advisor : Position yourself as a strategic advisor to customers, establishing deep relationships and trust. Proactively drive the continued value and adoption of Idira products and services. Collaborative Partnership : Work closely with the Palo Alto Networks Account Team (including Account Managers, Solution Architects, Training, and Enablement) to identify opportunities for further product adoption and usage across different functions of the customer’s organization. Customer Advocacy : Act as the voice of the customer internally, ensuring their needs and feedback are communicated effectively to relevant teams, and driving enhancements based on their input. Proactive Engagement : Stay engaged with customers throughout their journey with Idira products, anticipating their needs and proactively addressing any potential challenges. Customer Health Monitoring : Track key customer health metrics and KPIs. Identify potential issues early, and collaborate with Palo Alto Networks teams to address them before they impact the customer experience. Use internal tools like Gainsight to track