Senior Customer Success Manager - Prisma AIRS

As a Senior Enterprise Customer Success Manager (CSM) , you will own the end-to-end operational delivery and lifecycle management for Palo Alto Networks' most strategic, high-value enterprise accounts. Merging executive-level account management with service delivery governance, you will serve as a trusted business advisor responsible for driving the seamless deployment, operationalization, and full adoption of Prisma Airs and our broader Enterprise AI security portfolio. By partnering closely with client stakeholders and C-suite executives (CISOs, CTOs, CIOs), you will align delivery execution with business milestones to ensure secure, automated workflows drive maximum ROI, predictive churn prevention, and long-term partnership growth.,

• Service Delivery & Lifecycle Ownership: 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.
• Strategic AI Product Adoption: 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.
• Operational Governance & Business Impact: 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.
• Cross-Functional Leadership & Escalation Governance: 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.
  
  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.
• Delivery & Strategic Skills:
• 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.
• Communication & Stakeholder Management:
• 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.
• Certifications & Travel (Preferred):
• 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.
  
  At Palo Alto Networks®, we're united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.
Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.