Customer Success Manager (CSM)

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

Job Summary

As an Enterprise Customer Success Manager (CSM), you will shift the focus of customer management from a standard, task-driven process to an insight-driven strategy. In this role, you will own the entire lifecycle management of our highest-value enterprise accounts—guiding clients seamlessly from post-sale onboarding to strategic optimization and renewal.

You will serve as a strategic business partner and advisor, completely responsible for driving the deployment and full adoption of Prisma Airs and our broader Enterprise AI security product portfolio . By partnering closely with client stakeholders and C-suite executives (such as CISOs and CTOs), you will ensure that automated security workflows deliver clear business value, maximum return on investment (ROI), and long-term partnership growth.

Key Responsibilities

• End-to-End Lifecycle Management: Act as the ultimate owner of the customer journey, managing everything from initial onboarding and feature adoption to risk management, retention, and account expansion. Ensure the customer’s overall business objectives are continuously achieved.
• Strategic AI & Product Adoption: Guide enterprise customers on how to effectively embed and adopt our AI-powered security features directly into their daily corporate workflows. Ensure clients maximize their investment by actively using our products to automate repetitive processes securely.
• Business Impact & Executive Reviews: Analyze customer health metrics and product usage trends to proactively address drop-offs in engagement, prevent churn, and uncover expansion opportunities. Prepare and deliver strategic Quarterly and Executive Business Reviews (QBR/EBR) that focus heavily on measurable business outcomes and security ROI.
• Cross-Functional Advocacy & Coordination: Act as the central point of contact for the customer. Partner with internal Product, Sales, and Engineering teams to escalate high-priority issues, advocate for client needs, and share customer insights to directly influence our future AI product roadmap.

Qualifications

Required Qualifications

• Experience & Profile: 4-5 years of experience as an Enterprise Customer Success Manager (CSM), Account Manager, or a similar customer-facing consulting role within the technology or cybersecurity domain.
• Prior experience or strong familiarity with managing accounts centered around enterprise AI products, data security, or digital transformation .
• A strong, high-level understanding of the AI ecosystem, automated business workflows, and the strategic importance of protecting AI environments.
• Relationship & Strategic Skills: Proven capability to manage complex client lifecycles, proactively mitigate renewal risks, and identify opportunities for account expansion.
• A focus on business outcomes, with the ability to translate technical milestones into clear, value-driven presentations for business leaders.
• Communication & Stakeholder Management: Exceptional verbal and written communication skills with a proven track record of strong customer advocacy and relationship building.
• Comfortable interacting with and presenting to stakeholders at various corporate levels, from day-to-day operational managers up to C-suite executives (CISOs, CTOs).
• Proficiency using enterprise management and customer data tools (such as Salesforce, Gainsight, Tableau, or JIRA) to monitor account health.
• Certifications & Travel (Preferred): Familiarity with industry-standard security practices or basic network security concepts (foundational certifications are a plus but not required).
• Open to occasional travel to support key strategic on-site customer engagements and enterprise rollouts.

Our Commitment

We’re trailblazers that dream big, 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.