Customer Success Manager (Unit 42)

As a Customer Success Manager for Unit 42 at Palo Alto Networks, you will drive the successful adoption and expansion of cybersecurity offerings. This role involves owning customer onboarding, ensuring satisfaction, and identifying upsell opportunities. You will build trusted advisor relationships, resolve support requests, and act as a customer advocate to influence product roadmaps. The position requires experience in SaaS sales or customer success, ideally with cybersecurity expertise, in a fast-paced, hybrid work environment.

Must Have

• Ensure customers maximize ROI through onboarding, adoption, satisfaction, and advocacy.
• Provide high-touch customer outreach post-close to guide onboarding.
• Drive timely adoption of offering hours.
• Ensure measurable customer satisfaction.
• Inform customers of refresh needs and options.
• Proactively identify and grow revenue through upsell and renewal opportunities.
• Facilitate portfolio renewals.
• Develop trusted advisor relationships with stakeholders to drive cybersecurity solution adoption.
• Serve as the first line of defense for customer support requests, coordinating timely resolutions.
• Become a Subject Matter Expert over time.
• Maintain continual communication with customers on Unit 42 messaging and updates.
• Develop a comprehensive understanding of customer business challenges to map services.
• Serve as a customer advocate for service and product roadmap improvements.
• Partner closely with sales and consulting teams, building trust and influence.
• Manage performance metrics including CSAT, Renewal rate, Upsell/Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement.
• Capture and nurture CISO and executive relationships to influence strategic spend.
• Experience in SaaS sales or customer success.
• Ability to multi-task and work in a fast-paced environment.
• Highly data-driven with a commitment to following process.
• Team player with the highest level of integrity.
• Desire to partner and work cross-functionally.

Good to Have

• Experience building out new programs and initiatives.
• Strong consulting and project management skills.
• Proven results working as a trusted advisor.
• Proven track record of managing customer escalations.
• Excited about driving and tracking consistent engagement.
• Previous experience with a Cybersecurity or enterprise software company.
• Knowledge of the latest customer success techniques and technologies.
• Willingness to work nights and weekends as needed.
• Tableau experience.
• Flexibility for travel.
• Cybersecurity domain expertise.

Perks & Benefits

• FLEXBenefits wellbeing spending account with over 1,000 eligible items.
• Mental and financial health resources.
• Personalized learning opportunities.
• Support to clients after product purchase.
• Involvement in implementing new solution offerings.
• Transitioning from old solutions to new.
• Fixing integrations and critical issues.
• Providing the best customer support in the industry.
• Reasonable accommodations for individuals with disabilities.
• Equal opportunity employer.

Your Career

As 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.

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 customer’s 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 and renewal opportunities and grow revenue
• Facilitate portfolio renewals
• 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

• Experience building out new programs and initiatives within an ever evolving organization is preferred
• 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 preferred
• Ability to multi-task and work in a fast-paced environment
• Knowledge of the latest customer success techniques and technologies preferred
• Willingness to work nights and weekends as needed
• Tableau a plus
• Flexibility for travel

Additional Information

The Team

Our 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 technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new solution offerings, transitioning from old solutions to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.

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/commissioned roles) is expected to be between $98000 - $158500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t 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 accommodations@paloaltonetworks.com.

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.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.