Customer Success Manager - Palo Alto

World Wide Technology helps organizations design, build, and scale intelligent AI, digital, cybersecurity, cloud, and infrastructure solutions. The Customer Success Manager will own customer relationships for Palo Alto Networks solutions, driving adoption, usage, enablement, and operational success while providing technical guidance, managing escalations, and supporting customer outcomes.

Responsibilities:

• Support internal and external enablement sessions, technical briefings, and training aligned to Palo Alto Networks solutions and programs
• Partner with Customer Success Managers to respond to customer inquiries and support adoption and operational success, including CSMs aligned to other technologies for customers with multiple technology stacks across WWT
• Own and execute customer success plans, activities, and initiatives, ensuring timely and accurate completion
• Assist in maintaining and improving customer-facing and internal documentation, playbooks, and best practices
• Develop and maintain working knowledge of Palo Alto Networks technologies, the Customer Support Portal (CSP), programs, and processes through ongoing learning, including pursuit of Palo Alto Networks training and certifications (e.g., PCNSA)
• Document customer interactions, activities, and insights using internal tools (e.g., Gainsight) and collaborate via platforms such as Microsoft Teams or Webex Teams
• Support escalation workflows by engaging appropriate senior advisors, architects, WWT technical teams, or Palo Alto Networks TAC and support resources (including opening and tracking cases in CSP) when customer needs require additional expertise
• Review customer usage, entitlement, subscription, license, or configuration data (e.g., in CSP, Strata Cloud Manager, or Prisma Cloud) to provide accurate guidance and identify potential issues, such as upcoming license expirations or unregistered assets
• Contribute to efforts that improve customer experience, operational efficiency, and consistency of service delivery
• Lead customer working sessions and support engagements, engaging senior resources as needed
• Operate effectively in both virtual and in-person customer environments, adapting communication style as needed
• Maintain regular and reliable attendance and be available to support customer or business needs outside of standard business hours when required
• Present a professional, camera-ready presence for all virtual and in-person customer interactions across a diverse customer portfolio

Requirements:

• 5+ years of experience in Customer Success, Technical Support, Operations, IT, Professional Services, or a related customer-facing role
• Hands-on experience supporting customers within a defined technology, OEM, software platform, or operational program
• Strong technical acumen with the ability to follow established processes and provide accurate guidance
• Experience supporting customer adoption, usage, or operational questions within software or service agreements
• Ability to own customer accounts end-to-end and collaborate effectively with senior advisors, other CSMs, and cross-functional teams
• Strong written and verbal communication skills across internal and customer-facing interactions
• Demonstrated ability to manage multiple tasks or requests while maintaining attention to detail
• Analytical and problem-solving skills appropriate for complex customer scenarios
• Professional demeanor and judgment in customer-facing environments
• Comfortable working in evolving programs and driving clarity and direction for customers and internal teams
• Undergraduate Degree in a related field or equivalent work experience is required
• Be able to own and lead customer relationships and support customer needs related to Palo Alto Networks products, subscriptions, and programs, including navigating the Customer Support Portal (CSP)
• Be able to clearly communicate Palo Alto Networks technical or process-oriented information to Customer Success partners and customer stakeholders
• Be organized and capable of managing multiple support requests, tasks, or initiatives concurrently
• Be able to assess customer needs and determine when to resolve independently versus when to escalate to senior or specialized resources, including Palo Alto Networks TAC or the PAN account team
• Be comfortable operating in an ownership-oriented role that requires responsiveness, follow-through, and accuracy
• Be a self-motivated learner who actively builds Palo Alto Networks technical knowledge (e.g., PAN-OS, Panorama, Prisma, Cortex) and customer success best practices
• Be able to execute day-to-day responsibilities independently and with confidence, taking full ownership of customer outcomes
• Be adaptable and able to shift priorities as customers and business needs evolve
• Be detail-oriented and process-driven, ensuring documentation and execution meet quality standards
• Be comfortable working with incomplete information while seeking clarification and support as needed
• Demonstrate professionalism, sound judgment, and effective collaboration across teams
• Maintain a professional appearance and demeanor appropriate for all customer-facing interactions
• Perform effectively in a fast-paced environment with moderate visibility and occasional time-sensitive requests
• working knowledge of the Palo Alto Networks Customer Support Portal (CSP) and Palo Alto Networks licensing and subscription models strongly preferred
• familiarity with Palo Alto Networks products (e.g., NGFW, Panorama, Prisma Access, Prisma Cloud, Cortex XDR/XSOAR/XSIAM) is a plus