Customer Success Architect

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

Your Career

As part of the Cortex organization, Xpanse protects the world’s most important organizations by discovering risks on the Internet no one else can find. Xpanse helps the world’s largest enterprises discover their attack surface and mitigate cyber risks. Our transformative technology is redefining the way that Fortune 500s view, measure, and invest in Internet safety.

Technical Customer Success is the core of post-sales’ Xpanse subject matter expertise. We work with customers to guide the product-based customer journey to unlock value, build out their Attack Surface Management programs, and help them make the most out of their Xpanse purchase. It’s our priority to deepen Xpanse’s partnerships with some of the world’s largest and most well-known organizations, ultimately helping them stay safe from malicious actors on the Internet. 

As a Customer Success Architect, you will think critically about customer problems and ask the questions that help us better understand their technical ecosystem to guide them through the Xpanse product journey. On a day-to-day basis, you may troubleshoot with customers, review and analyze SOC ecosystems to proactively identify integration opportunities, collect user feedback about product features, and advocate internally for your customers. As an integral part of the Cortex Xpanse Customer Success team, you will also collaborate with your colleagues to iterate on our processes and help us scale our operations.

Your Impact

• Time to value - 

  • Provide guidance and assistance to enable effective customer deployment and customization of their Xpanse platform throughout the customer lifecycle to ensure quick and successful product deployment and adoption

  • Create and execute technical implementation plans, from start to finish; this includes onboarding, engagement training, check-ins, technical guidance, and security analysis

• Product expert - 

  • Stay informed about Xpanse features and relevant updates; become an expert on Xpanse and coach customers on operationally and technically integrating the tool into their day-to-day workflows

  • Conduct basic training sessions to familiarize customers with Xpanse functionalities, workflows, and best practices

• Collaboration -

  • Work together with internal teams, including Product, Engineering, Account Health Management and Sales, to ensure our customers and partners get the most out of our products

  • Serve as the customer's chief advocate and champion customer causes internally; manage and escalate technical issues, ensuring appropriate resolution with support from senior colleagues.

• Digital-first - 

  • Ensure technical knowledge of the team is translated into articles and guides for our customers to consume allowing our customer coverage to scale

Your Experience 

• 5+ years of professional experience in customer success, account management, solutions architecture, consulting, or relationship management (preferably at an enterprise technology company, SaaS is a plus)

• Deep understanding of attack surface management and related concepts including but not limited to Internet Protocol (IP), DNS, Certificates, CVEs, Services, network ports/protocols.

• Experience with Python, REST API development, and/or networking

• Strong communicator who can effectively explain complex technical concepts to both technical and non-technical audiences

• Intellectually curious and quick to learn new technical topics

• Possess problem-solving skills with the ability to solve for moderate complexities where analysis of situations or data requires a review of a variety of factors.

• Exercises judgment within defined procedures and practices to determine appropriate action in prioritizing tasks and handle customer inquiries effectively.

• Familiarity with SOC technologies such as SIEM, SOAR and/or EDR is a plus.

• Current or former Department of Defense or other United States Government security clearance is a plus.

• Bachelor’s degree in a related field

*Please note: Candidates within 60 miles of a Palo Alto office location will be classified as in-office.