Job Description
SASE Customer Success Overview
Palo Alto Networks Customer Success (CS) team partners with organizations to help guide them through their journey in protecting their businesses and driving the technical outcomes that mean the most to our customers. Our Customer Success managers and engineers are our customers’ advocates, product experts, and strategic advisors that help them operate and grow their businesses securely. At Palo Alto Networks, we take a proactive method to ensure customers achieve their required outcomes with a product or a service, by providing tailored guidance and support to organizations as they embark on their journey. Our customer success teams are guiding the customer during the product life cycle to increase license and feature adoption and to gain maximum value from their investment.
Our SASE team focuses on delivering support and services across our Secure Access Service Edge (SASE) and Cloud-Delivered Security Services (CDSS) technologies.
Your Career
As a SASE 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 SASE 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 the Networking, Security, and Operations teams within mid-to-large enterprises along with the internal account team, professional services, and customer support.
Your Impact
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Lead client's product onboarding experience, adoption, and expansion within the SASE business
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Develop a strong partnership with and become a trusted advisor to customer stakeholders to drive license consumption, features and product adoption, and implementation of best practices
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Gain a deep understanding of the customer’s business and security goals, technical use cases and build a customized success plan and refresh it on a quarterly basis as a strategic engagement roadmap
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Provide proactive guidance through the release cycle management, new feature releases, notifications and advisories
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Proactively engage Customer Support and Engineering to monitor and resolve complex technical issues
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Escalate technical and non-technical risks with the appropriate internal stakeholders, responsible for escalation management including a Get Well Plan to bring the customer back to green
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Collaborate with the Customer Success Engineer to gain a deep understanding of typical business challenges faced by our customers in order to appropriately map features in their security environments
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Identify risks to customers’ subscription and service renewals on an ongoing basis and collaborate with internal teams to remediate client concerns and ensure renewal readiness
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Establish relationships with customer stakeholders and leaders, speaking on a frequent cadence to strengthen relationships while uncovering new service and product opportunities for the account team
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Be the customers’ guide through the entire post-sales journey, and advocate in influencing product roadmap and improvements
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Establish recurring internal and external cadences to review all aspects of the engagement
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Deliver Quarterly Services Review with the support and involvement of the account team
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Monitor key performance metrics like customer satisfaction, renewal likelihood, renewal rate, product upsell/cross-sell identification, reference-ability, feature adoption, license consumption, and customer engagement - leverage these key metrics to build a strategic plan to address negative changes in the metrics
Qualifications:
Qualifications
Your Experience
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Pre-sales, account management, customer success, consulting or similar roles related to driving customer success and adoption, along with client facing sales/services experience
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Experience working with networking, cybersecurity, or cloud platforms
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Experience with a SaaS solutions company and/or an enterprise software company managing large strategic accounts
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Experience working with technical support and/or professional services within the high-tech industry
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Strong consulting and project management skills, with proven results working as a reliable advisor to drive business value for customers - Preferably holds Project Management or Service Delivery qualifications such as PMP, PRINCE2, and ITIL
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Highly data-driven with a dedication to following the process, ability to prioritize work within a demanding environment, and consistently delivering results
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Ability to identify key customer stakeholders to engage and build relationships without direct supervision
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Ability to influence teams across the organization to achieve desired customer outcomes
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Passionate about driving and tracking a consistent engagement process with all supported customers
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Ability to multi-task and work in a dynamic environment to address emerging security risks and challenges
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Excellent written and verbal communication skills as well as the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms
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Knowledge of heterogeneous environments used by enterprise customers
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Positive, growth-oriented mindset
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Thrives in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
Additional Information
The Team
Our Customer Success team is critical to our customers’ success and mission. As part of this team, you enable customer success by providing guidance and best practices to clients with our products and solutions. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.
Our Commitment
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
Disclosure required by sb19-085 (8-5-20) of the minimum compensation (includes on-target earnings = base + on target incentives for sales roles) for this role to be located in the state of Colorado. If hired in Colorado, this position starts at $86,900/yr. Depending on the position offered, restricted stock units and incentive or bonus pay may be provided as part of this compensation package. Additional benefits may be found here.
Is role eligible for Immigration Sponsorship?: No. Please note that we will not sponsor applicants for work visas for this position.