[Hiring] Onboarding Customer Success Manager @Palo Alto Networks

Role Description

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.

• 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.
• Leverage AI tools and a continuous improvement mindset to refine how we work.
• 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.

Qualifications

• 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).
• Experience with Gainsight or similar customer success platforms is a strong plus.
• 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.

Requirements

• The compensation offered for this position will depend on qualifications, experience, and work location.
• The starting base salary is expected to be the annual range listed below: $123,880.00 - $202,070.00/yr.
• The offered compensation may also include restricted stock units and a bonus.

Benefits

• We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo.
• We are committed to providing reasonable accommodations for all qualified individuals with a disability.
• Palo Alto Networks is an equal opportunity employer.