Senior Customer Success Architect

As a Senior Customer Success Architect within the Cortex organization at Palo Alto Networks, you will guide customers through the Xpanse product journey, helping them unlock value and build Attack Surface Management programs. This involves providing technical guidance, troubleshooting, analyzing SOC ecosystems for integration opportunities, and advocating for customer needs internally. You will ensure effective deployment, customization, and adoption of the Xpanse platform, acting as a product expert and collaborating with internal teams to enhance customer partnerships and scale operations.

Must Have

• Provide guidance and assistance for effective customer deployment and customization of the Xpanse platform.
• Create and execute technical implementation plans, including onboarding, engagement training, check-ins, technical guidance, and security analysis.
• Stay informed about Xpanse features and updates, coaching customers on operational and technical integration.
• Work with internal teams (Product, Engineering, Account Health Management, Sales) to maximize product value for customers.
• Serve as the customer's chief advocate, managing and escalating technical issues.
• Understand attack surface management concepts including IP, DNS, Certificates, CVEs, Services, and network ports/protocols.
• Experience with Python, REST APIs, and/or networking.
• Strong communication skills to explain complex technical concepts to diverse audiences.
• Intellectually curious and quick to learn new technical topics.
• Possess problem-solving skills for moderate complexities.
• Exercise judgment in prioritizing tasks and handling customer inquiries effectively.

Good to Have

• Experience at an enterprise technology company, SaaS is a plus.
• Familiarity with SOC technologies such as SIEM, SOAR, and/or EDR.
• Current or former Department of Defense or other United States Government security clearance.

Perks & Benefits

• Hybrid teams collaborate across geographies.
• Culture that values trust, accountability, and shared success.
• Compensation may include restricted stock units and a bonus.
• Comprehensive employee benefits.
• Commitment to providing reasonable accommodations for individuals with disabilities.
• Equal opportunity employer.

Company Description

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

This 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 matters.

Job Description

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.

Qualifications

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)
• 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 APIs, 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

Additional Information

The Team

[Input by recruiter and audited by recruiting specialist]

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 $0 - $0/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.