Customer Success Manager

Customer Success Santa Clara, California Plano, Texas New York City, New York


Description














Customer Success Enablement Specialist  

Palo Alto Networks® is the fastest-growing security company in history. We offer the chance to be part  

of an important mission: ending breaches and protecting our way of digital life. If you are a motivated,  

intelligent, creative, and hardworking individual, then this job is for you!  

Our Mission  

At Palo Alto Networks® everything starts and ends with our mission:  

Being the cybersecurity partner of choice, protecting our digital way of life.  

We have the vision of a world where each day is safer and more secure than the one before. These  

aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. We are a company  

built on the foundation of challenging and disrupting the way things are done, and we’re looking for  

innovators who are as committed to shaping the future of cybersecurity as we are.  

Overview  

The Customer Success (CS) Enablement Specialist reports into the VP of Customer Success for Prisma  

suite of products and will execute against the existing program plan including assuming the role of lead  

facilitator for the current instructor-led elements of our ramping and on-boarding program. In this role,  

you will be instrumental in both the design and implementation.  

As a Customer Success (CS) Enablement Specialist on the Customer Success (CS) team, you'll be the lead  

on-boarding, training and enablement content developer and training deliverer for the Prisma CS team.  

This role requires a strong level of CS focus and clarity of what makes CS teams tick and what the  

experience and outcomes that our Customers desire. We're excited to have you uncover opportunities  

and insights to continue to manage our business and deliver awesome Customer Success. You will work  

with our dedicated team of Customer Success focused individuals who act as a trusted advisor to our  

customers. Customer Success helps ensure efficient Palo Alto Networks’ security solution adoption and  

accelerates business value and ROI from our customers’ investment in Palo Alto Networks during their  

cloud transformation journey. In this role, you will work closely with members of Customer Success,  

Sales, Executive Management, IT, Product Management and Engineering teams to name a few. The end  

result is increased customer satisfaction, value, retention, and expansion of the Palo Alto Networks  

security footprint.  

We are looking for a high energy, successful CS experienced training and enablement person who has a  

passion for teaching and developing others. Do you have a strong working knowledge of CS  

methodologies, CS management, customer engagement, and general Customer Success delivery  

requirements for high performing CS teams? Are you an independent leader and highly collaborative,  

creative and energized by the challenge of meeting the needs of an evolving and dynamic Prisma  

Customer Success team? If so, this role may be what you are looking for!  

About You  


You are a proven training and enablement experienced professional  







You demonstrate intellectual curiosity, and a passion for translating information into actionable  

insights, with data big, small, structured, and messy  




You're a self-starter with the ability to juggle multiple projects at once  

You're excited to join a fast-paced environment  

You share our passion for delivering awesome Customer Success!  

Preferred Locations  


Santa Clara, California – Palo Alto Networks’ headquarters  

Responsibilities  


Help to create and develop the Customer Success enablement program in conjunction with the  

broader Customer Success Team for new recruit on-boarding and on-going training and  

enablement  



Proficient in teaching all content in the program including the in-depth demo portion of the  

training for all Prisma solutions  

Fully understand and be able to teach/demonstrate all product on-boarding, value-delivery,  

customer facing soft-skills training, positioning, pricing and competitive analysis in a classroom  

setting  




Work cross-functionally to develop CS simulations and mock scenarios  

Build all measurement and assessment to support the program  

Work independently with Sales enablement, Product Management, Engineering and Marketing  

on the enablement program  



Develop a deep understanding of all Cloud solutions and products included in the program  

Understand all industry best practices and unique programs and evaluate the applicability to  

incorporate into the Prisma Enablement program  

Qualifications  





B.S in Information Technology, Computer Science or Equivalent  

Experience in Training/Enablement  

Experience in training program creation, and teaching and delivering training materials  

Previous experience with a SaaS solutions company and/or an enterprise software company  

highly desired in a Customer Success delivery role  


Experience with security products and/or offerings, a plus and knowledge of Prisma-competitor  

products preferable  




Solid technical competence, with Customer-facing delivery experience, is preferred  

Experience in Public Cloud (AWS, Azure, GCP, etc.) – ability to understand and articulate  

Industry knowledge of security product market trends and directional awareness of our  

roadmap and technology development efforts  


Team player with the highest level of integrity, who will innovate to continue improving the way  

we serve our customers  





Demonstrated ability to work in a virtual and matrix environment  

Strong communication, written, verbal and presentation skills  

Ability to multi-task and work in a fast-paced environment  

Flexibility for travel up to 30%, and possibility to travel internationally for 30 days at a time  

delivering the onboarding program  

Learn more about Palo Alto Networks here and check out our fast facts.  

#LI-CC1