Mgr, Customer Success Engineering

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.

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.

This role is focused on ensuring our customers’ success, driving growth/adoption of our technology as well as boosting renewals and gleaning strategic insights that improve our product value. This is an exciting opportunity to unequivocally influence our customers and Palo Alto Networks success. Reporting to the Head of North America Customer Success for Prisma Access, in this role you will lead a team of Scale and Optimize Engineers, responsible for managing our enterprise customers.

This is a challenging role that requires exceptional customer relationships, team building, deep management and demonstrated coaching skills, a motivational style, and analytical skills. We are looking for someone who is truly passionate about customer advocacy and team development and has a proven track record to talk about! Additionally, you will have a focus on quality management; foster an environment of innovation and high accountability, and demonstrate the ability to drive continuous operational improvement as a way of working and managing.

Are you a person, by nature, that is a risk-taker, with a high level of ambition, and who thrives in an environment of change?

• Manage your team in driving key technical outcomes, achieving higher product adoption and being the single point of contact for all technical and product questions in their customer engagements
• Leading a team of Scale and Optimize Engineers - assisting the team in guiding customers on best practices and with key escalations for the portfolio of customers and providing hands on keyboard prescriptive guidance and technical support throughout the Scale and Optimize customer journey.
• Measure effectiveness of Scale and Optimize Engineers, ensuring the team delivers on Key Operational metrics, including Customer Health, feature adoption, Consumption, Reference-ability, Renewals
• Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their business and security objectives
• Attracting, hiring and retaining a group of Scale and Optimize Engineers contributors into the team, ensure rapid onboarding process for new team members, foster collaboration within internal teams and across the customer lifecycle
• Work closely with Product and Engineering managers to drive new feature requests, feature enhancements and identify new opportunities for up-leveling the S&O team
• Working closely with Sales reps and Renewals managers to…