Principal Product Manager, Services

Palo Alto Networks•Remote - USA - NC, NC

1d•Remote

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! 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. Job Summary We are seeking a talented and execution-focused Principal Product Manager for Services (Support Services, Professional Services, and Customer Success). In this role, you will own the end-to-end lifecycle of the Cortex services portfolio, from concept through launch and ongoing optimization. Leveraging data-driven decision-making and strong cross-functional leadership, you will help define, modernize, and scale post-sales service offerings and frameworks that drive product adoption, customer success, and long-term customer value realization.

Requirements

Bachelor’s degree with 8+ years of experience in Services Product Management (or Master’s with 6+ years; PhD with 3+ years), including at least 3 years focused on Support, Professional Services, or Customer Success.
Demonstrated ability to define service offer strategy and execution plans based on customer needs, market analysis, and competitive landscape insights.
Proven experience leading complex cross-functional initiatives across Product, GTM, Support, Professional Services, Customer Success, and Engineering organizations.
Demonstrated ability to influence executive stakeholders and drive alignment across multiple organizations in fast-paced, matrixed environments.
Define and track key success metrics using a data-driven approach to optimize customer adoption, retention, operational scale, service efficiency, profitability, and overall business impact.
Strong executive communication and presentation skills, with the ability to translate complex concepts into actionable business strategy for technical and non-technical audiences.

Nice To Haves

MBA is highly preferred.
Direct experience within SaaS and/or enterprise software environments.
Experience designing or operationalizing AI-enabled service offerings, customer success programs, or professional services solutions.
Experience leading large-scale transformation initiatives, including process optimization, tooling strategy, or organizational change management.
Experience in project management and overseeing large-scale business transformations.
Deep knowledge of customer needs, market trends, and the competitive landscape.

Responsibilities

Design, build, and launch profitable service offerings for Customer Support, Professional Services, and Customer Success to drive product adoption and customer value realization.
Develop comprehensive business cases for new service initiatives, including AI-powered solutions, assessing market opportunity, competitive landscape, and pricing strategies to ensure business viability.
Lead the end-to-end service introduction process from concept to launch, securing leadership buy-in and influencing cross-functional stakeholders including Product, Engineering, Sales, and Marketing.
Establish and track key success metrics, using a data-oriented approach to drive continuous improvement and optimization of service offerings.
Act as a catalyst for transformative change, applying strategic thinking and program management skills to execute on key initiatives that drive significant business impact.
Collaborate with Product Marketing to create customer-facing collateral and internal sales enablement materials that clearly communicate the value proposition of your services.
Proactively work with product teams to align the services roadmap with product releases, ensuring timely updates and continued relevance of service offers.