Enterprise Customer Success Manager

Enterprise Customer Success Manager

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.

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.

As an Enterprise Customer Success Manager at Idira, you will use your skillset to build key relationships, working closely with Directors/Managers of Security, Security Engineers, Security Architects, and Dev-Ops teams to implement best-in-class Access and Identity products from Idira. The E-CSM works with mid-to-large enterprise customers and is accountable for ensuring these customers adopt and realize recurring value from Idira products (Perpetual or Subscription, on-premises or cloud). Your results will drive increased customer satisfaction, value, retention, and expansion of the Idira security footprint.

What You Will Do

Portfolio Ownership: Own and drive onboarding, adoption, and advocacy across a portfolio of assigned enterprise customers.

Success Planning: Work with customers to build success plans, establish critical goals, and design/execute a value roadmap for each customer in your portfolio.

Customer Cadence & QBRs: Establish regular cadence calls (Weekly, Monthly, Quarterly) and conduct Quarterly Business Reviews to ensure successful outcomes from Idira solutions.

Health Monitoring: Review executive dashboards and program status, continually measuring and monitoring customer health metrics and KPIs.

Strategic Advising: Solidify your position as a trusted strategic advisor with all customers to drive continued value of products and services.

Cross-Functional Collaboration: Partner with the Idira Account Team (Account Executives, Security Architects, Sales Engineers, and Training) to identify new usage opportunities and build contract renewal, upsell, and cross-sell pipelines.

Risk Management: Define and execute success plans for at-risk customers in collaboration with functional teams.

Customer Advocacy: Act as the voice of the customer internally to advocate for customer needs and communicate areas for product and process improvements.

Data Management: Leverage internal tools, including Gainsight, to archive customer activity and key data points.

Qualifications

Experience: 5+ years of relevant work experience in customer success, consulting, post-sales technical account management, or similar roles.

Consulting & Project Management: Proven results working as a trusted advisor driving business value, with the ability to interact across technical and non-technical depth levels.

Communication: Excellent written and verbal communication skills with the ability to simplify complex technical topics for executive and end-user audiences.

Industry Background: Previous experience with a Cybersecurity/SaaS solutions company or enterprise software company working with large enterprise clients is highly desired.

Technical Knowledge: Strong knowledge of cloud architecture (AWS, Azure, GCP) and on-premises IT landscapes. Solid understanding of security role development and concepts within organizations. Practical experience with enterprise Directory services (Active Directory, LDAP, Azure, etc.) including support and security operations. Fundamental technological knowledge of networking environments. Experience installing and supporting enterprise software on Windows and UNIX platforms.

Domain Preferred Experience: Prior experience with Idira Software solutions is preferred, or relevant experience with enterprise applications, security management, systems management, identity management, and/or policy management solutions (especially in the IAM and SIEM space).

Travel: Up to 25% travel requirement.