Onboarding CSM

Palo Alto Networks • Boston, MA

1d • $123,880 - $202,070 • Remote

About The Position

As an Onboarding Customer Success Manager (OB-CSM), you own the onboarding journey for a portfolio of enterprise/strategic customers across the Americas. Operating with a strong business value mindset, your mission is to accelerate time-to-value, establish clear success criteria, and drive customers towards their strategic outcomes. Highly proactive and self-motivated, you will orchestrate cross-functional resources (Services, Support, Sales Engineering, Product, and Partners) to deliver a repeatable, programmatic onboarding experience. By successfully managing a high volume of accounts at scale, you will drive strong early adoption and lay the critical foundation for long-term expansion.

Requirements

• Candidate Location: Must be based on the US East Coast. Candidates located in the Greater Boston area are highly preferred.
• IGA Expertise (Required): Deep, hands-on experience with Identity Governance and Administration (IGA) platforms (e.g., SailPoint, Saviyant, RSA, Omada, One Identity).
• CSM & Onboarding Experience: 5+ years of experience as a Customer Success Manager leading complex, multi-threaded software onboarding or implementation projects for enterprise customers.
• Self-Starter Mentality: Highly self-motivated and proactive, with the proven ability to thrive in a fast-paced environment and independently manage a heavy account load (>30 accounts).
• AI & Tech Savvy: Comfortable using modern AI tools to boost productivity and always looking for innovative ways to improve existing workflows.
• Executive Presence: Proven ability to manage executive-level relationships and navigate complex enterprise organizations.
• Methodology: Demonstrable success using outcome-based frameworks (OKRs, Success Plans, CSAT/NPS) and project-management tools (Smartsheet, Monday.com, Jira, or similar).
• Travel: Willingness to travel up to 15% for key workshops and executive reviews.

Nice To Haves

• CS Tooling (Nice-to-Have): Experience with Gainsight or similar customer success platforms is a strong plus.
• Technical Foundations: Strong general knowledge of Identity & Access Management (IAM), Windows/Active Directory, and one or more cloud platforms (AWS, Azure, or GCP).

Responsibilities

• High-Volume Portfolio Management: Effectively balance and drive >30 concurrent customer onboarding projects at any given time from contract signature to foundational value.
• Value Realization: Apply a strong business value mindset to define success plans and measurable business outcomes in collaboration with customer sponsors; ensure early wins are documented and communicated.
• Project Execution: Create and execute project plans, manage risk, track milestones, and keep executive stakeholders proactively informed.
• Customer Training & Adoption: Guide customers through adopting the platform by running training sessions and helping their teams adjust to the new system. Connect them with the right learning materials (like self-service guides, partner resources, or training portals) to ensure they are set up for success.
• AI & Process Innovation: Leverage AI tools and a continuous improvement mindset to refine how we work. Proactively identify ways to automate repetitive tasks, improve the onboarding playbook, and deliver a faster, better customer experience.
• Governance: Establish a clear governance cadence—including steering calls and executive business review to validate value.
• Proactive Block Removal: Monitor support cases and product telemetry to anticipate and remove adoption blockers quickly before they escalate.
• Commercial Alignment: Partner with Sales on renewal and upsell strategy once foundational onboarding KPIs are met.
• Product Feedback: Contribute feedback to Product Management on early-life customer experience and feature gaps discovered during onboarding.

Benefits

• The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed