Onboarding CSM

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. The manager coordinates resources across Services, Support, Sales Engineering, Product, and Partners to provide a repeatable, programmatic onboarding experience at scale, encourage early adoption, and lay the groundwork for long-term expansion. This role is remote and requires the candidate to be based on the US East Coast; candidates in the Greater Boston area are highly preferred. Travel of up to 15% is required for key workshops and executive reviews. The position uses AI tools and continuous improvement to refine onboarding processes and customer experience. Compensation is listed as $123,880 to $202,070 per year; an offer may also include restricted stock units and a bonus.

Requirements

Must be based on the US East Coast; Greater Boston area candidates are highly preferred.
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 independently manage a heavy account load of more than 30 accounts in a fast-paced environment.
Comfort using modern AI tools and finding innovative ways to improve workflows.
Proven ability to manage executive-level relationships and navigate complex enterprise organizations.
Demonstrable success with outcome-based frameworks such as OKRs, Success Plans, and CSAT/NPS, and project-management tools such as Smartsheet, Monday.com, Jira, or similar.
Strong general knowledge of Identity & Access Management (IAM), Windows/Active Directory, and at least one cloud platform: 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.

Responsibilities

Manage more than 30 concurrent customer onboarding projects, from contract signature through 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 in adopting the platform by running training sessions and connecting teams with learning materials, partner resources, and training portals.
Use AI tools and continuous improvement to automate repetitive tasks, refine the onboarding playbook, and improve 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 after foundational onboarding KPIs are met.
Provide Product Management with feedback about early customer experiences and feature gaps discovered during onboarding.