Customer Success Manager, Palo Alto Networks
$98-122k
OTE
Leading cybersecurity protections and software platform
Be an early applicant
Leading cybersecurity protections and software platform
1001+ employees
Be an early applicant
$98-122k
OTE
1001+ employees
Company mission
To be the cybersecurity partner of choice, protecting our digital way of life.
Role
Who you are
- 5+ years relevant work experience in customer success, consulting, post sales technical account management and similar roles
- Experience as a SOC analyst/manager preferred. Experience with Security Incident Response tools and IR workflow process
- 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
- Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company highly desired
- Experience with enterprise security products and/or offerings
- Ability to multi-task and work in a fast-paced environment
- Flexibility for travel up to 30%
- This role will be office-based in either our Santa Clara HQ, Plano, Reston, or New York location
What the job involves
- The Customer Success Manager will act as a trusted advisor to our customers to help ensure efficient Palo Alto Networks’ public cloud security solution adoption and accelerate business value and ROI from customers’ investment in Palo Alto Networks during their cloud transformation journey
- In this role, you will work closely with CISOs, Security Architects, Security Engineers, and DevOps teams within mid-to-large enterprises to implement best in class cloud security solutions
- The end result is increased customer satisfaction, value, retention, and expansion of the Palo Alto Networks cloud security footprint
- Own the ultimate responsibility for the customer’s on-boarding, adoption, satisfaction and advocacy across a portfolio of customers
- 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
- Develop a comprehensive understanding of typical business and security challenges faced by customers and common cyber security objectives to appropriately map features and associated business benefits to address their needs
- Serve as a customer advocate in influencing product roadmap and improvements
- Advise and recommend on how the Palo Alto Networks cybersecurity solution can be used to help mature and improve a customer's Security Operations Center(SOC), Cloud Security Change Management process
- Manage performance metrics CSAT, Renewal rate, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement. Identify renewal risk and collaborate with internal teams to remediate
- Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed
- Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products
- You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported
- We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry
Our take
With cyber threats evolving at lightening speed, businesses need robust solutions to protect their data and infrastructure. And the global cybersecurity market is projected to grow significantly, driven by increasing cyberattacks and the adoption of digital transformation initiatives. Because of this, companies are seeking security platforms that can address these challenges efficiently.
That's where Palo Alto Networks steps in, a frontrunner in the cybersecurity arena. It offers a suite of AI-powered security solutions designed to safeguard enterprises across various sectors. Its platforms, such as Cortex XSIAM and Prisma AIRS, integrate advanced threat detection, zero trust architecture, and real-time response capabilities so organizations are ready to manage and mitigate risks.
Its leadership is evident too, with impressive growth and strategic partnerships. Recently the company surpassed $1.5M in sales through the Google Cloud Marketplace, highlighting the demand for its innovative security solutions. Additionally, a collaboration with AT&T aims to enhance cybersecurity offerings, further solidifying its position in the market.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Sep 2022
$34m
SERIES A
May 2022
$11m
SEED
Total funding: $45m
Company benefits
- Healthcare: We value your health and provide options so you can choose what best supports your lifestyle and personal health goals. Various nationwide plans — including Blue Shield of California, Kaiser Permanente, Delta Dental, VSP, and more — are available to you and your family. Our providers offer the flexibility you want and the coverage you need
- Wellness: With a large on-site gym and daily, instructor-led exercise classes at HQ in Santa Clara, Palo Alto Networks actively supports employee fitness. Our juice bar, Gym & Juice, features fresh juice blends, a quick and nutritious option pre- or post-workout. And our ongoing wellness speaker series highlights the latest trends in health and wellness
- Development: Professional development is serious business at Palo Alto Networks, where the Talent Development team offers 25+ courses to help employees boost their careers and develop leadership capability
- Financial: Most roles are eligible for equity grants, and we now offer new hires a quarterly vesting schedule right away. We want you to be fairly compensated and rewarded as soon as you make an impact – on our team, that happens immediately! And because we consider every employee a stakeholder in our long-term success, we offer an Employee Stock Purchase Plan (ESPP) with a 24-month lookback. From life insurance to health savings accounts, we provide ways to help you protect and grow your wealth. Palo Alto Networks offers both traditional and Roth 401(k) options, along with a company match of 50% to a max annual amount of $1,000
- Time Off: In addition to paid corporate holidays, Flexible Time Off programs empower our employees to balance their work schedules with personal time off. We offer 12 weeks of full pay for medical leave and 6 weeks of full pay for parental leave. As a company with strong ties to the military and veterans, we also offer 26 weeks of full pay for military leave
- Perks: Our corporate discount program provides employees with significant discounts on merchandise, travel and entertainment. We offer many on-site perks at headquarters, including cafeterias, fuel service, dry cleaning service, EV charging stations, and a company store. We also provide complimentary drinks, fresh fruit, and snacks in break rooms across our campus to help everyone power through the day. Life at Palo Alto Network
Company HQ
Santa Clara, CA
Leadership
Nikesh Arora
(CEO & Chairman)Previously the President and COO at SoftBank, CBO at Google, and CMO at T-Mobile.
Nir Zuk
(Founder & CTO)Previously CTO at NetScreen Technologies, which was acquired by Juniper Neworks in 2004. They also co-founded OneSecure where they served as CTO and was the Principal Engineer at Check Point Software Technologies.
Lee Klarich
(CPO)Initially joined Palo Alto in 2006 as the EVP of Product Management and became CPO in 2018. Prior to this, they were the Director of Product Management at Juniper Networks and a Product Line Manager at NetScreen Technologies.
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