Customer Success Manager

Our MissionAt Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.
Who We AreIn order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join usThis role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly SummaryYour CareerAs a member of the Unit 42 team, you will be one of the next members of a growing team that is responsible for the successful adoption of purchased U42 offerings and driving the increased up-sell of additional services/products. We are looking for experienced SaaS sales or customer success professionals (ideally with cybersecurity domain expertise) who want to make an impact in a fast-paced, high-growth environment.
Your ImpactEnsure customers are maximizing their return on investment by owning the customer’s on-boarding, adoption, satisfaction and advocacy across a portfolio of customersProvide high touch/white glove customer outreach immediately post close to shepherd customers through the on-boarding processDrive adoption
- ensure customer applies the offering hours in a timely mannerEnsure customer is measurably satisfied with the service they are receivingInforming customers of refresh needs and optionsProactively identify up-sell and renewal opportunities and grow revenueFacilitate portfolio renewalsDevelop 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 valueBe 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 timeEnsure 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 customerDevelop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map services and associated business benefits to address their needsServe as a customer advocate in influencing service and product roadmap and improvementsPartner closely with sales and consulting teams to develop and apply these processes
- Must be able to build trust and influenceManage performance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer EngagementCapture and nurture CISO and execute relationships to influence the recurring strategic spendQualificationsYour ExperienceExperience building out new programs and initiatives within an ever evolving organization is preferredStrong 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 depthProven track record of managing customer as escalations, balancing customer expectations, and negotiating successful resolutionsHighly data-driven with a commitment to following processExcited about driving and tracking a consistent engagement process with all customers in your portfolioTeam player with the highest level of integrity, who will innovate to continue improving the way we serve our customersDesire to partner and work cross-functionally with with Sales, Operations, and Consulting teamsPrevious experience with a Cybersecurity or enterprise software company preferredAbility to multi-task and work in a fast-paced environmentKnowledge of the latest customer success techniques and technologies preferredWillingness to work nights and weekends as neededTableau a plusFlexibility for travelThe TeamOur 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. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technolog