Enterprise Customer Success Manager, Palo Alto Networks

• 5+ years in a Customer Success, Sales Engineer, Account Management, or similar client-facing role
• Proven ability to work with large enterprise customers and build strong relationships across all stakeholder levels, including Executive and CXO leadership
• A focus on mitigating customer churn and driving positive Net Recurring Revenue (NRR)
• Strong understanding of security concepts/frameworks and the development of security roles within organizations
• In-depth knowledge of enterprise Directory services (e.g., Active Directory, LDAP, Azure) and associated support/security operations
• Strong experience with Windows/Active Directory administration, as well as knowledge of UNIX/Linux and databases
• Knowledge of cloud technologies such as AWS, Azure, and GCP is a plus
• Knowledge of scripting, development, and DevOps principles is highly desirable
• Experience installing and supporting enterprise software on both Windows and UNIX platforms
• IT Security certifications are a plus
• Excellent communication and interpersonal skills
• Demonstrable experience collaborating across internal organizational teams to achieve the best results for customers
• Fluency in English is required; proficiency in additional languages is a plus

Desirable

• As an Enterprise Customer Success Manager at CyberArk, you will leverage your expertise to cultivate essential relationships with your customer base, ensuring the seamless onboarding and successful adoption of the CyberArk platform
• Your responsibilities will include proactively engaging with customers, utilizing outcome-based reporting and Key Performance Indicators (KPIs) to demonstrate a tangible return on investment
• This foundational work will contribute to the expansion and strengthening of CyberArk's regional presence
• A critical component of this role involves collaborating strategically with sales, Sales Engineers (SEs), and Professional Services to ensure comprehensive fulfillment of customer requirements
• You will serve as a trusted advisor on security matters and industry best practices
• Previous experience with CyberArk Software solutions or pertinent experience with enterprise applications and security management is highly desirable
• Customer Relationship and Success Management
• Establish and nurture trusted advisor relationships with customers and partners, driving key collaborative engagements
• Serve as the primary point of contact for complex customer relationships, potentially spanning multiple products and geographic regions
• Collaborate with the customer to define, create, and periodically review the criteria for success
• Conduct quarterly business reviews (QBRs) to ensure customers are successfully achieving desired outcomes from their CyberArk solutions
• Product Expertise and Adoption
• Maintain a deep understanding of CyberArk products, including their features and functionality, and effectively communicate how they address customer security requirements
• Monitor and track product adoption rates to ensure high customer retention
• Develop and implement success plans, in collaboration with functional teams, for both increasing customer adoption and mitigating risk for 'at-risk' accounts
• Commercial and Operational Oversight
• Work closely with the sales team to manage contract renewals, identify upsell opportunities, and pursue cross-sell opportunities
• Monitor customer support tickets to ensure adherence to agreed-upon Service Level Agreements (SLAs)