Enterprise Customer Success Manager

The Enterprise Customer Success Manager at Cortex by Palo Alto Networks is the trusted advisor who ensures our largest, most strategic customers achieve measurable security outcomes and ROI from our cloud‑native analytics platform. In this role you own the end‑to‑end journey for enterprise accounts across Portland, OR, USA, and Phoenix, AZ, USA, driving adoption, renewal, and expansion while championing the value of Cortex’s AI‑powered threat detection and response capabilities. Your strategic guidance directly influences the security posture of Fortune‑500 organizations, positioning Palo Alto Networks as the industry leader in zero‑trust and extended detection and response (XDR). With a clear path to senior leadership, you’ll deepen expertise in cyber‑risk management, expand your influence across global account teams, and accelerate your career toward Director of Customer Success or Global Account Management roles.

Key responsibilities include:
- Partnering with C‑level stakeholders to define success metrics, develop adoption roadmaps, and align Cortex solutions with business objectives.
- Orchestrating cross‑functional teams—sales, engineering, professional services, and support—to deliver seamless implementations and proactive health checks.
- Monitoring usage data, security analytics, and threat intelligence feeds to identify upsell and cross‑sell opportunities that increase customer spend by 15‑20% year over year.
- Conducting executive business reviews, presenting ROI dashboards, and translating technical outcomes into business value narratives.
- Managing renewal cycles, negotiating contract terms, and mitigating churn through risk assessments and remediation plans.
- Providing mentorship and training to junior CSMs, fostering a culture of continuous improvement and knowledge sharing.
- Reporting on customer health, satisfaction scores, and expansion pipelines to senior leadership, ensuring alignment with corporate growth targets.

Cortex by Palo Alto Networks offers a culture built on innovation, collaboration, and a relentless focus on securing the digital world. You’ll join a high‑performing team that celebrates diverse perspectives and empowers you to experiment with the latest AI‑driven security technologies. We invest heavily in professional development—certifications, leadership academies, and mentorship programs—so you can stay ahead of emerging cyber threats and advance your expertise in XDR, zero‑trust architecture, and cloud security. As the cyber landscape evolves, the Enterprise Customer Success Manager role becomes increasingly critical, positioning you at the forefront of protecting global enterprises. Join us to shape the future of security, enjoy flexible work arrangements, comprehensive health benefits, generous PTO, and a vibrant community that values your growth as much as the customers you serve.