Onboarding Customer Success Manager

Palo Alto Networks • Boston, MA

2d • Remote

About The Position

The Onboarding Customer Success Manager owns the onboarding journey for a portfolio of enterprise and strategic customers across the Americas, from contract signature through foundational value. The role focuses on accelerating time-to-value, establishing clear success criteria, and helping customers achieve strategic outcomes through a repeatable, programmatic onboarding experience.

The manager balances more than 30 concurrent customer onboarding projects and orchestrates resources across Services, Support, Sales Engineering, Product, and Partners. The role also guides customer training and adoption, uses AI and process improvement to refine onboarding, establishes governance and executive review cadences, removes adoption blockers, aligns with Sales on renewals and upsells after foundational KPIs are met, and shares early customer feedback with Product Management. The position is remote and may require travel of up to 15% for key workshops and executive reviews.

Requirements

• Deep, hands-on experience with Identity Governance and Administration (IGA) platforms, such as SailPoint, Saviyant, RSA, Omada, or One Identity.
• At least 5 years of experience as a Customer Success Manager leading complex, multi-threaded software onboarding or implementation projects for enterprise customers.
• Proven ability to thrive independently in a fast-paced environment and manage a heavy account load of more than 30 accounts.
• Comfort using modern AI tools and improving workflows.
• Proven ability to manage executive-level relationships and navigate complex enterprise organizations.
• Demonstrable success using outcome-based frameworks such as OKRs, Success Plans, and CSAT/NPS.
• Strong general knowledge of Identity & Access Management (IAM), Windows/Active Directory, and one or more cloud platforms (AWS, Azure, or GCP).
• Willingness to travel up to 15% for key workshops and executive reviews.

Nice To Haves

• Experience with Gainsight or a similar customer success platform.
• Experience with project-management tools such as Smartsheet, Monday.com, Jira, or similar.

Responsibilities

• >Effectively balance and drive more than 30 concurrent customer onboarding projects from contract signature to foundational value.
• Collaborate with customer sponsors to define success plans and measurable business outcomes, and document and communicate early wins.
• Create and execute project plans, manage risks, track milestones, and proactively inform executive stakeholders.
• Guide customers through platform adoption by running training sessions and helping teams adjust to the new system.
• Connect customers with relevant learning materials, including self-service guides, partner resources, and training portals.
• Use AI tools and continuous improvement to automate repetitive tasks, improve the onboarding playbook, and enhance the customer experience.
• Establish a governance cadence, including steering calls and executive business reviews, to validate value.
• Monitor support cases and product telemetry to anticipate and remove adoption blockers before they escalate.
• Partner with Sales on renewal and upsell strategy once foundational onboarding KPIs are met.
• Provide Product Management with feedback on the early-life customer experience and feature gaps identified during onboarding.

Benefits

• Compensation may include restricted stock units and a bonus.
• Employee benefits are referenced, but specific benefits are not listed in the provided description.

What This Job Offers

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