Enterprise Customer Success Manager

Our Mission

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!

We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

As an Enterprise Customer Success Manager at CyberArk, you will leverage your expertise to cultivate essential relationships with your customer base, ensuring the seamless onboarding and successful adoption of the CyberArk platform. Your responsibilities will include proactively engaging with customers, utilizing outcome-based reporting and Key Performance Indicators (KPIs) to demonstrate a tangible return on investment. This foundational work will contribute to the expansion and strengthening of CyberArk's regional presence. A critical component of this role involves collaborating strategically with sales, Sales Engineers (SEs), and Professional Services to ensure comprehensive fulfillment of customer requirements. You will serve as a trusted advisor on security matters and industry best practices. Previous experience with CyberArk Software solutions or pertinent experience with enterprise applications and security management is highly desirable.

Responsibilities:

• Customer Relationship and Success Management
• Establish and nurture trusted advisor relationships with customers and partners, driving key collaborative engagements.
• Serve as the primary point of contact for complex customer relationships, potentially spanning multiple products and geographic regions.
• Collaborate with the customer to define, create, and periodically review the criteria for success.
• Conduct quarterly business reviews (QBRs) to ensure customers are successfully achieving desired outcomes from their CyberArk solutions.
• Product Expertise and Adoption
• Maintain a deep understanding of CyberArk products, including their features and functionality, and effectively communicate how they address customer security requirements.
• Monitor and track product adoption rates to ensure high customer retention.
• Develop and implement success plans, in collaboration with functional teams, for both increasing customer adoption and mitigating risk for 'at-risk' accounts.
• Commercial and Operational Oversight
• Work closely with the sales team to manage contract renewals, identify upsell opportunities, and pursue cross-sell opportunities.
• Monitor customer support tickets to ensure adherence to agreed-upon Service Level Agreements (SLAs).

• 5+ years in a Customer Success, Sales Engineer, Account Management, or similar client-facing role.
• Proven ability to work with large enterprise customers and build strong relationships across all stakeholder levels, including Executive and CXO leadership.
• A focus on mitigating customer churn and driving positive Net Recurring Revenue (NRR).

• Strong understanding of security concepts/frameworks and the development of security roles within organizations.
• In-depth knowledge of enterprise Directory services (e.g., Active Directory, LDAP, Azure) and associated support/security operations.
• Strong experience with Windows/Active Directory administration, as well as knowledge of UNIX/Linux and databases.
• Knowledge of cloud technologies such as AWS, Azure, and GCP is a plus.
• Knowledge of scripting, development, and DevOps principles is highly desirable.
• Experience installing and supporting enterprise software on both Windows and UNIX platforms.
• IT Security certifications are a plus

• Prior experience with CyberArk Software solutions is preferred, or relevant experience with enterprise applications in the security space.
• Specific experience with security management, identity management (IAM), systems management, and/or policy management solutions is preferred, especially in the IAM and SIEM domains.

• Excellent communication and interpersonal skills.
• Demonstrable experience collaborating across internal organizational teams to achieve the best results for customers.
• Fluency in English is required; proficiency in additional languages is a plus.