[Hiring] Customer Success Manager @World Wide Technology

Role Description

The Customer Success Manager (CSM) – Palo Alto Networks is a customer-facing role that owns the customer relationship and provides focused functional and technical leadership aligned to Palo Alto Networks (PAN) solutions and programs within the Customer Success portfolio. This role drives customer outcomes by leading adoption, usage, and operational understanding of Palo Alto Networks software agreements, subscriptions, and solutions, ensuring customers can effectively navigate questions, requirements, and common challenges, including licensing, entitlements, and support processes through the Palo Alto Networks Customer Support Portal (CSP).

• Operates across all customer segments—including Commercial, Service Provider, Public Sector, and Enterprise.
• Serves as the primary point of contact and accountable owner for assigned customers.
• Partners closely with fellow Customer Success Managers and broader account teams.
• Provides expert guidance, execution leadership, and responsive support for customers across the Palo Alto Networks portfolio.
• Leads enablement sessions and provides hands-on assistance for routine configuration or operational tasks.
• Contributes insights, observations, and documented learnings to improve consistency, efficiency, and customer experience.
• Expected to continue deepening expertise and expand scope over time.

Qualifications

• 5+ years of experience in Customer Success, Technical Support, Operations, IT, Professional Services, or a related customer-facing role.
• Hands-on experience supporting customers within a defined technology, OEM, software platform, or operational program.
• Strong technical acumen with the ability to follow established processes and provide accurate guidance.
• Experience supporting customer adoption, usage, or operational questions within software or service agreements.
• Ability to own customer accounts end-to-end and collaborate effectively with senior advisors, other CSMs, and cross-functional teams.
• Strong written and verbal communication skills across internal and customer-facing interactions.
• Demonstrated ability to manage multiple tasks or requests while maintaining attention to detail.
• Analytical and problem-solving skills appropriate for complex customer scenarios.
• Professional demeanor and judgment in customer-facing environments.
• Comfortable working in evolving programs and driving clarity and direction for customers and internal teams.
• Undergraduate Degree in a related field or equivalent work experience is required.

Requirements

• This job may require travel; up to 25%.
• Location is remote within the United States.
• Ability to assess customer needs and determine when to resolve independently versus when to escalate to senior or specialized resources.
• Be adaptable and able to shift priorities as customers and business needs evolve.
• Maintain a professional appearance and demeanor appropriate for all customer-facing interactions.
• Perform effectively in a fast-paced environment with moderate visibility and occasional time-sensitive requests.

Benefits

• Health and Wellbeing: Health (Medical & Prescription), Dental, and Vision Care, Onsite Health Centers (MO & IL), Employee Assistance Program, Wellness program.
• Financial Benefits: Competitive Pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Flexible Spending Accounts, Tuition Reimbursement.
• Paid Time Off: PTO & Holidays, Parental Leave, Medical Leave, Military Leave, Bereavement, Day of Caring.
• Additional Perks: Family Planning Benefits, Nursing Mothers Benefits, Voluntary Legal, Voluntary Supplemental Accident/Illness/Hospital, Voluntary ID Theft, Pet Insurance, Employee Discount Program.