Customer Success Manager

Summary

Join Palo Alto Networks' Unit 42 team as a Customer Success professional and play a key role in ensuring customer satisfaction and driving the adoption of our cybersecurity offerings. You will be responsible for onboarding customers, driving adoption, identifying upsell opportunities, and building strong relationships with stakeholders. This role requires experience in SaaS sales or customer success, ideally with cybersecurity expertise. The position offers a competitive salary, benefits, and the opportunity to work in a fast-paced, high-growth environment. You will be expected to work from the office four days a week, with one remote work day. The company values collaboration and innovation, offering various development and wellbeing programs.

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, Operations, and Consulting teams
• Ability to multi-task and work in a fast-paced environment
• Knowledge of the latest customer success techniques and technologies
• 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
• Facilitate portfolio renewals
• 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 Unit 42 messaging, current and offerings updates, events, main points of contact within Unit 42, and touchpoint for all feedback from our customer
• Develop a comprehensive understanding of typical 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 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 or enterprise software company highly desired
• Tableau a plus
• Flexibility for travel

Benefits

• The starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $98,000 - $158,500/YR
• The offered compensation may also include restricted stock units and a bonus
• FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees
• Mental and financial health resources
• Personalized learning opportunities