Customer Success Manager

Summary

Join Palo Alto Networks' Unit 42 team as a Customer Success professional, contributing to the successful adoption of purchased offerings and driving up-sell of additional services. You will ensure customers maximize their ROI by owning onboarding, adoption, satisfaction, and advocacy. Responsibilities include providing high-touch customer outreach, driving adoption, ensuring customer satisfaction, identifying up-sell opportunities, and developing trusted advisor relationships. You will manage performance metrics, capture CISO relationships, and serve as a customer advocate. The ideal candidate possesses strong consulting and project management skills, experience managing customer escalations, and a data-driven approach. This role requires collaboration with sales and consulting teams and a willingness to work in a fast-paced environment.

Requirements

• Experience building out new programs and initiatives within an ever evolving organization
• 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
• Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions
• Highly data-driven with a commitment to following process
• Excited about driving and tracking a consistent engagement process with all customers in your portfolio
• Team player with the highest level of integrity, who will innovate to continue improving the way we serve our customers
• Desire to partner and work cross-functionally with with Sales and Consulting teams
• Ability to multi-task and work in a fast-paced environment
• Willingness to work nights and weekends as needed

Responsibilities

• 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/white glove customer outreach immediately post close to shepherd customers through the on-boarding process
• Drive adoption- ensure customer applies the offering hours in a timely manner
• Ensure customer is measurably satisfied with the service they are receiving
• Informing customers of refresh needs and options
• 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 engineering teams and become a Subject Matter expert over time
• Ensure continual communication with customers on Unit 42 messaging, current and offerings updates, events, main points contact within Unit 42, and touchpoint for all feedback from our customers
• Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs
• Serve as a customer advocate in influencing product roadmap and improvements
• Partner closely with sales and consulting teams to develop and apply these processes - Must be able to build trust and influence
• 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

Preferred Qualifications

• Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company highly desired
• Knowledge of the latest customer success techniques and technologies - Tableau a plus
• Security experience is a plus
• Flexibility for travel up to 20%
• Fluency in another European language would be desirable

Benefits

• FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees
• Mental and financial health resources
• Personalized learning opportunities