Manager, Customer Success (Prisma AIRS)

Palo Alto Networks•Office - USA - CA - Headquarters, CA

8d•$123,000 - $199,000•Onsite

About The Position

Our Mission 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. Who We Are 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! We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes. Job Summary The Team Customer Success - Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry. Job Summary As the leader of the Prisma AIRS Customer Success team, you will be operationalizing the team responsible for successful adoption of purchased AI Security offerings and driving the increased up-sell of additional services/products. We are looking for experienced customer success professionals (ideally with AI cybersecurity domain expertise) who want to build scalable mechanisms, drive team success, and make an impact in a fast-paced, high-growth environment.

Requirements

Bachelor's degree with 8 years of related experience, or Master's degree with 6 years of related experience, or PhD with 3 years of related experience.
4 or more years of experience in Customer Success Management, with at least 2 years in a people management role.
Experience implementing or operationalizing AI and data-driven tools to assess customer health, identify churn risk, and surface growth opportunities.
Previous experience building or optimizing a customer journey in a fast-paced environment.
Strong operational mindset with experience defining KPIs, building dashboards, and using data to drive team performance and customer outcomes.
Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions.
Flexibility for travel as needed.

Nice To Haves

Previous experience within an AI Cybersecurity or enterprise software company.

Responsibilities

Lead, mentor, and develop a team of Customer Success Managers and Engineers toward a high-performance culture focused on customer outcomes, retention, and growth.
Leverage AI-driven analytics to monitor and predict customer health across a rapidly scaling product portfolio.
Define and continuously refine the customer journey framework, ensuring consistency and scalability across the portfolio.
Act as a senior escalation point for complex customer issues, guiding resolution strategy.
Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive solution adoption and ensure full business value.
Coordinate with Sales, Professional Services, and Operations to align account strategies and resource planning.
Work closely with the product team to ensure customer feature requests are prioritized and product feedback is provided.
Recruit, hire, and onboard new CSMs and CSEs as the team scales.
Manage performance metrics including CSAT, renewal rate, upsell/cross-sell lead identification, and customer engagement.