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Company Overview
Our Purpose
At Palo Alto Networks, our journey begins and ends with our purpose:
To be the preferred cybersecurity partner, safeguarding our digital existence.
We envision a world where each day is more secure than the last. Our organization is founded on the principles of challenging and transforming conventional practices, and we seek innovators who are dedicated to shaping the future of cybersecurity alongside us.
Our Work Philosophy
We prioritize flexibility and choice in all our employee programs. We have redefined the traditional perspective that all employees share identical needs and desires. We provide personalized options, allowing our team members to select what suits them best—from wellness support to professional growth and beyond.
At Palo Alto Networks, we value collaboration and the significance of in-person interactions. This is why our workforce typically operates from the office three days a week, reserving two days for the flexibility to work in environments where they feel most productive. This arrangement encourages informal discussions, problem-solving, and the development of trusted relationships. While specifics may evolve, our aim is to cultivate an atmosphere where innovation flourishes, with office-based teams convening three days a week to collaborate and succeed together.
Role Overview
Your Career Path
As an Account Customer Success Manager, you will adopt an account-focused approach, overseeing the customer lifecycle and acting as the Voice of the Customer. In this capacity, you will serve as the primary contact for the post-sales experience, promoting adoption and utilization across the full spectrum of Palo Alto Networks' offerings. You will collaborate with experts in Cyber, Cloud, and Network Operations technologies to deliver value and enhance the security and effectiveness of our customers' investments in Palo Alto Networks products. This role involves close interaction with CISOs, CTOs, and various technical teams within some of the world's largest and most renowned organizations.
Your Contributions
Account Management: Take ownership of key accounts and manage relationships with Palo Alto Networks' most significant clients. Act as the main point of contact for multiple product lines, guiding the customer journey while collaborating cross-functionally with clients, from end-users to C-suite executives, and internal teams across product lines including Cloud, DevSecOps, Network, and AI security. Customer Impact: Lead customer planning, deployment, adoption, account-level assessments, and escalations. Develop and manage tailored product delivery to align with the customer's technical environment. Understand customer security priorities and translate them into Success Plans. Partnership: Collaborate with the Sales team to formulate success plans, evaluate customer health, identify opportunities for expansion, and ensure contract renewals. Work alongside Post-Sales teams such as Professional Services, Customer Success, and Support. Engage and coordinate customer delivery with Palo Alto Networks team members, including engineering and professional services.Qualifications
Your Background
8+ years of professional experience in a customer-facing role, managing high-touch, high-visibility post-sales engagements. Expertise in software product and service delivery to strategic clients, with specialization in at least one of the following areas: Cloud Security, DevSecOps, Network Security, or Security Operations. Proven track record as a trusted advisor, driving business value for customers, with the ability to engage with C-suite executives and client teams at various levels of technical and non-technical depth. Proficient in guiding customers throughout their journey, focusing on value realization while managing escalations, balancing expectations, and negotiating successful outcomes. Ability to thrive in a matrixed, team-oriented environment, grounded in our values of Collaboration, Disruption, Execution, Inclusion, and Integrity. Bonus: Experience in client-focused program management. Bonus: Familiarity with customer success software (Gainsight, Salesforce, Smartsheet, Clarizen, Jira). Willingness to travel occasionally as needed for strategic customer engagement and on-site meetings, with potential travel up to 10-15%. Fluency in French alongside English is required for this position.Additional Insights
The Team
To remain at the forefront, it is essential to understand the evolving landscape. Our team is pioneering the future of digital service experiences.
As the fastest-growing cybersecurity organization, we cater to a diverse clientele that expects the highest standards from their cybersecurity partner. Our customers anticipate that their service will be as innovative and exceptional as our products, which aligns with Palo Alto Networks' mission. Within Global Customer Service, top talent provides consulting, professional, and technical services to drive customer success. The Digital Customer Experience team aims to deliver services through a fully digitized and preferred journey.
Our Customer Success team plays a vital role in our mission. As part of this team, you will be responsible for some of our most strategic customers in the EMEA region. You will enable, guide, and consult customers throughout their deployment and adoption journey, collaborating across all levels within their organizations and partnering cross-functionally within Palo Alto Networks.
You will ensure that your customers achieve success with our products, and as threats evolve and technology advances, you will continue to assist them in achieving their desired outcomes.
Our Commitment
We are innovators who dream big, take risks, and challenge the status quo in cybersecurity. Simply put, we cannot fulfill our mission without diverse teams innovating together.
We are dedicated to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability or special need, please reach out to us.
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.
