Senior Enterprise Customer Success Manager & Service Delivery Lead

Palo Alto Networks is a leading company in cybersecurity, committed to protecting the digital way of life. As a Senior Enterprise Customer Success Manager & Service Delivery Lead, you will oversee the operational delivery and lifecycle management for high-value enterprise accounts, ensuring seamless deployment and adoption of AI security solutions.

Responsibilities:

• Service Delivery & Lifecycle Ownership: Act as the ultimate delivery authority, orchestrating the entire post-sale customer journey from onboarding and complex implementations to steady-state optimization and renewal. Govern project timelines, resource allocation, and risk management frameworks to guarantee successful outcomes
• Strategic AI Product Adoption: Champion customer value by guiding enterprise clients through embedding AI-powered security features directly into their production workflows. Ensure automated processes are fully operationalized and aligned with the client’s digital transformation goals
• Operational Governance & Business Impact: Monitor service delivery metrics, customer health, and product usage data to proactively intercept delivery roadblocks and engagement drops. Structure and lead highly impactful Executive Business Reviews (EBRs/QBRs) focusing on business outcomes and security ROI
• Cross-Functional Leadership & Escalation Governance: Serve as the strategic liaison between the customer and internal engineering, product management, technical support, and sales. Efficiently manage high-severity service delivery escalations, advocating for critical client roadmap requirements

Requirements:

• 5+ years of experience as a Senior CSM, Service Delivery Lead, Technical Account Manager (TAM), or Program Manager within the enterprise cybersecurity or network security domain
• Proven experience leading complex service delivery initiatives for large-scale enterprise accounts centered around AI products, data security, or advanced cloud architectures
• Deep operational understanding of the enterprise AI ecosystem, automated business workflows, and security guardrails for Generative AI
• Strong background in project/program governance, change management, and mitigating service delivery risks to ensure high customer retention and account expansion
• Demonstrated ability to translate technical architecture milestones into strategic, value-driven business narratives for corporate leaders
• Exceptional verbal and written communication skills with a track record of building deep, trust-based relationships with cross-functional technical teams and C-suite executives (CISOs, CTOs)
• Proficiency leveraging enterprise CS management platforms and data tools (such as Salesforce, Gainsight, Tableau, or JIRA) to drive data-driven account governance
• PMP, ITIL, or foundational network security certifications (e.g., PCNSA, PCNSE, CCNA, or NetSec Analyst) are highly desirable
• Open to occasional travel to lead strategic on-site delivery engagements and enterprise rollouts