Manager, Customer Success Engineering
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Job Description
Customer success engineering manager leading Scale and Optimize Engineers. Driving adoption, renewals, and customer value for Palo Alto Networks’ cybersecurity solutions.
Responsibilities:
- 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
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