Onboarding CSM

Palo Alto Networks•Boston, MA

3d•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. This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Requirements

Must be based on the US East Coast. Candidates located in the Greater Boston area are highly preferred.
Deep, hands-on experience with Identity Governance and Administration (IGA) platforms (e.g., SailPoint, Saviyant, RSA, Omada, One Identity).
5+ years of experience as a Customer Success Manager leading complex, multi-threaded software onboarding or implementation projects for enterprise customers.
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).
Comfortable using modern AI tools to boost productivity and always looking for innovative ways to improve existing workflows.
Proven ability to manage executive-level relationships and navigate complex enterprise organizations.
Demonstrable success using outcome-based frameworks (OKRs, Success Plans, CSAT/NPS) and project-management tools (Smartsheet, Monday.com , Jira, or similar).
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 similar customer success platforms is a strong plus.

Responsibilities

Effectively balance and drive >30 concurrent customer onboarding projects at any given time from contract signature to foundational value.
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.
Create and execute project plans, manage risk, track milestones, and keep executive stakeholders proactively informed.
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.
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.
Establish a clear governance cadence—including steering calls and executive business review to validate value.
Monitor support cases and product telemetry to anticipate and remove adoption blockers quickly before they escalate.
Partner with Sales on renewal and upsell strategy once foundational onboarding KPIs are met.
Contribute feedback to Product Management on early-life customer experience and feature gaps discovered during onboarding.