Enterprise Customer Success Manager

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 an Enterprise Customer Success Manager at Idira you will use your skillset to build key relationships working closely with Directors/Managers of Security Security Engineers Security Architects and Dev-Ops teams to implement best-in-class Access and Identity products from Idira. The E-CSM works with mid-to-large enterprise customers and is accountable for ensuring these customers adopt and realize recurring value from Idira products (Perpetual or Subscription on-premises or cloud). Your results will drive increased customer satisfaction value retention and expansion of the Idira security footprint.

• Portfolio Ownership: Own and drive onboarding adoption and advocacy across a portfolio of assigned enterprise customers.
• Success Planning: Work with customers to build success plans establish critical goals and design/execute a value roadmap for each customer in your portfolio.
• Customer Cadence & QBRs: Establish regular cadence calls (Weekly Monthly Quarterly) and conduct Quarterly Business Reviews to ensure successful outcomes from Idira solutions.
• Health Monitoring: Review executive dashboards and program status continually measuring and monitoring customer health metrics and KPIs.
• Strategic Advising: Solidify your position as a trusted strategic advisor with all customers to drive continued value of products and services.
• Cross-Functional Collaboration: Partner with the Idira Account Team (Account Executives Security Architects Sales Engineers and Training) to identify new usage opportunities and build contract renewal upsell and cross-sell pipelines.
• Risk Management: Define and execute success plans for at-risk customers in collaboration with functional teams.
• Customer Advocacy: Act as the voice of the customer internally to advocate for customer needs and communicate areas for product and process improvements.
• Data Management: Leverage internal tools including Gainsight to archive customer activity and key data points.

• Experience: 5 years of relevant work experience in customer success consulting post-sales technical account management or similar roles.
• Consulting & Project Management: Proven results working as a trusted advisor driving business value with the ability to interact across technical and non-technical depth levels.
• Communication: Excellent written and verbal communication skills with the ability to simplify complex technical topics for executive and end-user audiences.
• Industry Background: Previous experience with a Cybersecurity/SaaS solutions company or enterprise software company working with large enterprise clients is highly desired.
• Technical Knowledge: Strong knowledge of cloud architecture (AWS Azure GCP) and on-premises IT landscapes. Solid understanding of security role development and concepts within organizations. Practical experience with enterprise Directory services (Active Directory LDAP Azure etc.) including support and security operations. Fundamental technological knowledge of networking environments. Experience installing and supporting enterprise software on Windows and UNIX platforms.
• Domain Preferred Experience: Prior experience with Idira Software solutions is preferred or relevant experience with enterprise applications security management systems management identity management and/or policy management solutions (especially in the IAM and SIEM space).
• Travel: Up to 25% travel requirement.

Qualifications

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for non-sales roles) or base salary commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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.