Customer Success Manager Unit 42

Our Mission

At Palo Alto Networks were united by a shared missionto 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 youre ready to do the most meaningful work of your career alongside people who are just as passionate as you are youre in the right place.

Who We Are

In 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 us!

Job Summary

As a member of the Unit 42 team you will be one of the founding members of a newly formed 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.

We expect office-based employees to be in the office four days per week with one day working from where they choose. We believe being together facilitates casual conversations and those magic moments where we can work on issues and ideas informally. These moments build capability and deepen trusted relationships and allow our people to feel safe in taking risks and being disruptive. Like so many companies we are working through the details and things could change . but in general if a role is deemed office-based we want our teams to be together four days per week.

Your Impact

• Ensure customers are maximizing their return on investment by owning the customers 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 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 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

Qualifications

Your Experience

• A strong background in Customer Success with a minimum of 5 years experience in a Customer Success capacity

• 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

• Previous experience with a Cybersecurity or enterprise software company highly desired

• 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

• Security experience is a plus

• Tableau a plus

• Flexibility for travel

Our Commitment

Were trailblazers that dream big take risks and challenge cybersecuritys status quo. Its simple: we cant accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.