Onboarding Customer Success Manager

Palo Alto Networks is hiring an Onboarding Customer Success Manager to lead onboarding for enterprise and strategic customers across the Americas. The role accelerates time-to-value and adoption by defining success outcomes, coordinating cross-functional teams, managing onboarding projects, and identifying opportunities to improve customer experience.

Responsibilities:

• High-Volume Portfolio Management: Effectively balance and drive >30 concurrent customer onboarding projects at any given time from contract signature to foundational value
• Value Realization: Apply a strong business value mindset to define success plans and measurable business outcomes in collaboration with customer sponsors; ensure early wins are documented and communicated
• Project Execution: Create and execute project plans, manage risk, track milestones, and keep executive stakeholders proactively informed
• Customer Training & Adoption: Guide customers through adopting the platform by running training sessions and helping their teams adjust to the new system. Connect them with the right learning materials (like self-service guides, partner resources, or training portals) to ensure they are set up for success
• AI & Process Innovation: Leverage AI tools and a continuous improvement mindset to refine how we work. Proactively identify ways to automate repetitive tasks, improve the onboarding playbook, and deliver a faster, better customer experience
• Governance: Establish a clear governance cadence—including steering calls and executive business review to validate value
• Proactive Block Removal: Monitor support cases and product telemetry to anticipate and remove adoption blockers quickly before they escalate
• Commercial Alignment: Partner with Sales on renewal and upsell strategy once foundational onboarding KPIs are met
• Product Feedback: Contribute feedback to Product Management on early-life customer experience and feature gaps discovered during onboarding

Requirements:

• Deep, hands-on experience with Identity Governance and Administration (IGA) platforms (e.g., SailPoint, Saviyant, RSA, Omada, One Identity)
• 5+ years of experience as a Customer Success Manager leading complex, multi-threaded software onboarding or implementation projects for enterprise customers
• Highly self-motivated and proactive, with the proven ability to thrive in a fast-paced environment and independently manage a heavy account load (>30 accounts)
• Comfortable using modern AI tools to boost productivity and always looking for innovative ways to improve existing workflows
• Proven ability to manage executive-level relationships and navigate complex enterprise organizations
• Demonstrable success using outcome-based frameworks (OKRs, Success Plans, CSAT/NPS) and project-management tools (Smartsheet, Monday.com, Jira, or similar)
• Strong general knowledge of Identity & Access Management (IAM), Windows/Active Directory, and one or more cloud platforms (AWS, Azure, or GCP)
• we will not sponsor applicants for work visas for this position
• Experience with Gainsight or similar customer success platforms is a strong plus