Senior Enterprise Customer Success Manager & Service Delivery Lead

Job Summary

As a Senior Enterprise Customer Success Manager (CSM) & Service Delivery Lead, 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.

Customer Success – 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 products, transitioning from old products 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.

• 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.
• 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 Net Sec Analyst) are highly desirable.
• Open to occasional travel to lead strategic on‑site delivery engagements and enterprise rollouts.