Senior Enterprise Customer Success Manager & Service Delivery Lead

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! This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters. Job Summary The Team Customer Success - Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry. Job Summary As a Senior Enterprise Customer Success Manager (CSM) & Service Delivery Lead, you will own the end-to-end operational delivery and lifecycle management for Palo Alto Networks’ most strategic, high-value enterprise accounts. Merging executive-level account management with service delivery governance, you will serve as a trusted business advisor responsible for driving the seamless deployment, operationalization, and full adoption of Prisma Airs and our broader Enterprise AI security portfolio. By partnering closely with client stakeholders and C-suite executives (CISOs, CTOs, CIOs), you will align delivery execution with business milestones to ensure secure, automated workflows drive maximum ROI, predictive churn prevention, and long-term partnership growth. Key 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. Qualifications Required Qualifications 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. Preferred Qualifications 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. Compensation Disclosure The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here. $123,000.00 - $200,000.00/yr 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 View email address on click.appcast.io. 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. Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position. Please use this form to provide us with information that will help direct your request and find your data in all of our systems