Onboarding Customer Success Manager - APJ

Onboarding Customer Success Manager

At Idira, you will own and drive the onboarding journey for a diverse portfolio of customers across the ANZ region. Your primary goal is accelerating customers' time-to-value by establishing measurable success criteria, proactively managing their onboarding milestones, and orchestrating cross-functional teams to ensure a seamless start to their cybersecurity journey. Your efforts will cultivate adoption, drive satisfaction, and lay a strong foundation for future growth opportunities.

Key Responsibilities

Own the Onboarding Journey: Lead customers through a structured, milestone-driven onboarding process, ensuring they understand the Idira solution, its value, and the path to success.

Cross-Functional Collaboration: Partner closely with Sales, Professional Services, Support, Sales Engineering, Customer Success Executives, and Renewals to provide consistent and coordinated onboarding experience.

Customer Goal Alignment: Work collaboratively with customers to define, document, and translate their business objectives into clear, actionable onboarding milestones.

Roles & Responsibilities

• Identify and assign key customer champions, admins, and end-users critical to onboarding success and product adoption.
• Risk and Escalation Management: Develop and communicate an escalation framework early onboarding to address potential issues or blockers swiftly.
• Identify Gaps Early: Proactively detect potential roadblocks or readiness gaps and mobilize Idira internal resources to drive resolution.
• Regular Progress Reviews: Conduct scheduled check-ins (monthly/bi-monthly) to monitor onboarding progress, address concerns, and ensure timely value realization.
• Advocate Enablement: Recommend and support customers in leveraging Idira enablement tools such as training programs, community forums, and documentation for self-service learning.
• Continuous Improvement: Gather customer feedback and contribute insights to enhance the onboarding process and overall customer experience.

Qualifications

• 4+ years of relevant experience in Customer Success, Onboarding, Implementation, or a related role within SaaS or technology companies.
• Demonstrated project management skills or familiarity managing complex onboarding projects.
• Passionate about customer satisfaction with a strong, proactive problem-solving mindset.
• Ability to manage multiple simultaneous onboarding engagements effectively.
• Strong technical aptitude; experience explaining complex software products. Prior hands-on implementation or technical background is a plus.
• Familiarity with cybersecurity domain concepts such as Identity & Access Management, Windows/Active Directory, and cloud platforms (AWS, Azure, or GCP).
• Experience using customer success platforms (e.g., Salesforce, Gainsight, ChurnZero, HubSpot).
• Willingness and availability to travel as needed.

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.