Manager, Customer Success Engineering

Job Description:

• Manage a team driving key technical outcomes, product adoption, and serving as the point of contact for technical and product questions
• Lead Scale and Optimize Engineers in customer best practices, escalations, prescriptive guidance, and technical support
• Measure team effectiveness against Customer Health, feature adoption, Consumption, Reference-ability, and Renewals metrics
• Ensure customers maximize return on investment by implementing and operationalizing Palo Alto Networks solutions
• Attract, hire, retain, and onboard Scale and Optimize Engineers
• Foster collaboration across internal teams and the customer lifecycle
• Work with Product and Engineering managers on feature requests, enhancements, and opportunities to improve the Scale and Optimize team
• Partner with Sales representatives and Renewals managers on opportunities and upsell potential
• Increase customer lifetime value through advocacy and reference-ability
• Engage with customer stakeholders from management through C-level/influencer
• Capture and communicate customer feedback internally
• Assess interactions with top customers, including product performance, usage, and support experience
• Drive continuous operational improvement, quality management, innovation, and accountability

Requirements:

• 5+ years experience working in pre-sales, account management, customer success, technical consulting or similar roles related to driving customer success and adoption
• Experience with cloud solutions such as Google Cloud Platform, Microsoft Azure, or Amazon Web Services preferred
• Ability to inspire others
• Ability to manage influence through persuasion, negotiation, and consensus building
• Deep understanding of networking/security technologies and experience implementing related solutions
• Deep business operations expertise, including SFDC and Gainsight; experience creating reports and dashboards highly preferred
• Ideally combined background in post-sales, sales, and consulting services
• Strong empathy for customers and passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-driven mindset
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills
• Strong leadership skills with validated ability to influence at the highest levels
• Demonstrated success in negotiation and strategy implementation
• Ability to balance extraordinary service with financial performance, revenue, and profits
• Relevant Bachelor’s degree or equivalent experience; preference for computer science or related background or equivalent military experience required
• Must be eligible to work without immigration sponsorship; Palo Alto Networks will not sponsor work visas for this position

Benefits:

• Restricted stock units may be included
• Bonus may be included
• Employee benefits are offered (specific benefits not listed)
• Remote work arrangement