Manager, Customer Success Engineering

Job Summary

As the Manager for the Customer Success Engineering (CSE) team, you will be responsible for leading a team dedicated to enabling customer success with Palo Alto Networks' product portfolio. You will drive the team's performance by leveraging data and analytics to guide improvements and ensure customers maximize their return on investment. This role requires close collaboration with customer CISOs, security architects, and operations teams, demanding confident presentation and leadership skills to navigate a high-growth, dynamic business environment.

Key Responsibilities

• Build, lead, and mentor a high-performing team of Customer Success Engineers, setting clear goals and fostering professional development to ensure sustained performance.
• Drive key performance metrics including CSAT, renewal rates, and customer engagement, using data to guide strategic improvements.
• Manage customer escalations by triaging issues, prioritizing resolutions, negotiating customer priorities, and managing expectations effectively.
• Proactively collaborate and build strong relationships with Sales, customers, partners, and internal teams (TAC, Product Management, Engineering) to ensure alignment and accomplish shared objectives.
• Ensure customers maximize their ROI by guiding the implementation and operationalization of Palo Alto Networks solutions to achieve their business objectives.
• Serve as a customer advocate, influencing the product roadmap and improvements by communicating business challenges and needs gathered from clients.
• Assist customers in implementing custom integrations and workflows into their Security Operations Center (SOC).
• Deliver clear guidance and direction to the team, providing the necessary training, resources, and mentoring to support goal achievement.