Enterprise Customer Success Manager

Palo Alto Networks is a cybersecurity company focused on protecting the digital way of life through innovative security technology. The Enterprise Customer Success Manager at Idira manages enterprise customer relationships, drives onboarding and adoption of access and identity products, and ensures customers realize recurring value. The role also develops success plans, monitors customer health, advises customers strategically, and supports renewals, upsells, and cross-sells.

Responsibilities:

• 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

Requirements:

• 5+ years of relevant work experience in customer success, consulting, post-sales technical account management, or similar roles
• Proven results working as a trusted advisor driving business value, with the ability to interact across technical and non-technical depth levels
• Excellent written and verbal communication skills with the ability to simplify complex technical topics for executive and end-user audiences
• Previous experience with a Cybersecurity/SaaS solutions company or enterprise software company working with large enterprise clients is highly desired
• 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
• Up to 25% travel requirement
• 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)