Customer Success Manager Unit 42
Remote
United Kingdom
Full Time
04-03-2025
Job Specifications
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.
Our vision is a world where each day is safer and more secure than the one before. 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.
Who We Are
We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.
As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!
Job Description
Your Career
As a member of the Unit 42 team, you will be one of the next members of a growing team that is responsible for the successful adoption of purchased U42 offerings and driving the increased up-sell of additional services/products. We are looking for experienced SaaS sales or customer success professionals (ideally with cybersecurity domain expertise) who want to make an impact in a fast-paced, high-growth environment.
Your Impact
Ensure customers are maximizing their return on investment by owning the customer’s on-boarding, adoption, satisfaction and advocacy across a portfolio of customers
Provide high touch/white glove customer outreach immediately post close to shepherd customers through the on-boarding process
Drive adoption- ensure customer applies the offering hours in a timely manner
Ensure customer is measurably satisfied with the service they are receiving
Informing customers of refresh needs and options
Proactively identify up-sell and renewal opportunities and grow revenue
Develop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to drive cybersecurity solution adoption to ensure they are leveraging the solution to achieve full business value
Be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with engineering teams and become a Subject Matter expert over time
Ensure continual communication with customers on Unit 42 messaging, current and offerings updates, events, main points contact within Unit 42, and touchpoint for all feedback from our customers
Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs
Serve as a customer advocate in influencing product roadmap and improvements
Partner closely with sales and consulting teams to develop and apply these processes - Must be able to build trust and influence
Manage performance metrics CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement
Capture and nurture CISO and execute relationships to influence the recurring strategic spend
Qualifications
Your Experience
Experience building out new programs and initiatives within an ever evolving organization
Strong consulting and project management skills, with proven results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth
Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions
Highly data-driven with a commitment to following process
Excited about driving and tracking a consistent engagement process with all customers in your portfolio
Team player with the highest level of integrity, who will innovate to continue improving the way we serve our customers
Desire to partner and work cross-functionally with with Sales and Consulting teams
Previous experience with a Cybersecurity/SaaS solutions company and/or an enterprise software company highly desired
Ability to multi-task and work in a fast-paced environment
Knowledge of the latest customer success techniques and technologies - Tableau a plus
Willingness to work nights and weekends as needed
Security experience is a plus
Flexibility for travel up to 20%
Fluency in another European language would be desirable
Additional Information
The Team
Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.
You’ll be involved in implementing new solution offerings, transitioning from old solutions to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.
Our Commitment
We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
About the Company
Palo Alto Networks, the global cybersecurity leader, is shaping the cloud-centric future with technology that is transforming the way people and organizations operate. Our mission is to be the cybersecurity partner of choice, protecting our digital way of life. We help address the world's greatest security challenges with continuous innovation that seizes the latest breakthroughs in artificial intelligence, analytics, automation, and orchestration. By delivering an integrated platform and empowering a growing ecosystem of pa... Know more
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