Senior Customer Success Manager – Prisma AIRS

🔥 1 minute ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Palo Alto Networks

WebsiteLinkedInAll Job Openings

10,000+ employees

🔒 Cybersecurity

🏢 Enterprise

💰 $1M Seed Round - Morta Security on 2013-02

Cybersecurity • Enterprise

Palo Alto Networks is a global cybersecurity company that provides AI-driven platforms, products, and services to protect networks, cloud workloads, endpoints, and applications. Its portfolio includes next-generation firewalls, SASE and Prisma Cloud (CNAPP) offerings, the Cortex security operations suite (XDR, XSOAR, XSIAM), and Unit 42 threat intelligence and incident response services. Palo Alto Networks helps enterprises secure AI deployments, automate SOC workflows, and prevent, detect, and respond to sophisticated threats across hybrid and multi-cloud environments.

📋 Description

• Act as the ultimate delivery authority, orchestrating the entire post-sale customer journey from onboarding and complex implementations to steady-state optimization and renewal. • Govern project timelines, resource allocation, and risk management frameworks to guarantee successful outcomes. • Champion customer value by guiding enterprise clients through embedding AI-powered security features directly into their production workflows. • Ensure automated processes are fully operationalized and aligned with the client’s digital transformation goals. • Monitor service delivery metrics, customer health, and product usage data to proactively intercept delivery roadblocks and engagement drops. • Structure and lead highly impactful Executive Business Reviews (EBRs/QBRs) focusing on business outcomes and security ROI. • Serve as the strategic liaison between the customer and internal engineering, product management, technical support, and sales. Efficiently manage high-severity service delivery escalations, advocating for critical client roadmap requirements.

🎯 Requirements

• 5+ years of experience as a Senior CSM, Service Delivery Lead, Technical Account Manager (TAM), or Program Manager within the enterprise cybersecurity or network security domain. • Proven experience leading complex service delivery initiatives for large-scale enterprise accounts centered around AI products, data security, or advanced cloud architectures. • Deep operational understanding of the enterprise AI ecosystem, automated business workflows, and security guardrails for Generative AI. • Strong background in project/program governance, change management, and mitigating service delivery risks to ensure high customer retention and account expansion. • Demonstrated ability to translate technical architecture milestones into strategic, value-driven business narratives for corporate leaders. • Exceptional verbal and written communication skills with a track record of building deep, trust-based relationships with cross-functional technical teams and C-suite executives (CISOs, CTOs). • Proficiency leveraging enterprise CS management platforms and data tools (such as Salesforce, Gainsight, Tableau, or JIRA) to drive data-driven account governance. • PMP, ITIL, or foundational network security certifications (e.g., PCNSA, PCNSE, CCNA, or NetSec Analyst) are highly desirable. • Open to occasional travel to lead strategic on-site delivery engagements and enterprise rollouts.

🏖️ Benefits

• Flexible work arrangements • Professional development opportunities