Mgr, Customer Success Engineering

In this role you will lead a Scale and Optimize engineering team focused on maximizing product adoption, renewals, and customer value for Prisma Access. You'll report to the NA Customer Success head and partner with Product, Engineering, Sales, and Renewals to drive growth and continuous improvement. You will develop people, improve operations, and advocate for customers to shape product evolution. This is a strategic, influence-driven leadership position in a remote, global, risk tolerant culture with a strong emphasis on collaboration and impact.

• restricted stock units
• bonus

• Lead and manage a team of Scale and Optimize Engineers to guide customers on best practices and handle key escalations
• Measure team effectiveness using operational metrics like customer health, feature adoption, consumption, reference-ability, renewals
• Ensure customers maximize ROI by rapidly implementing Palo Alto Networks solutions to meet business and security objectives
• Attract, hire, onboard, and retain Scale and Optimize Engineers; foster cross-team collaboration across the customer lifecycle
• Collaborate with Product and Engineering to drive feature requests and improvements for the S&O team
• Work with Sales and Renewals to identify upsell opportunities and expand customer relationships
• Increase customer lifetime value through advocacy and deep product engagement
• Engage with customer organizations at all levels, from management to C-level, as needed
• Capture and relay customer feedback to internal teams to improve products and services
• Assess top customer interactions to monitor product performance, usage depth, and support quality

• 5+ years in roles related to driving customer success and adoption (pre-sales, account management, customer success, technical consulting)
• Experience with cloud platforms (GCP, Azure, AWS) to drive adoption preferred
• Strong leadership with ability to inspire and influence
• Deep understanding of networking/security technologies
• Experience with SFDC and Gainsight; ability to create reports and dashboards is highly preferred
• Background combining post-sales, sales, and consulting services
• Customer empathy with revenue-focused mindset; understanding of recurring revenue models
• Analytical, process-driven, with a passion for continuous learning and improvement
• Excellent communication and presentation skills
• Strong negotiation and strategic implementation skills
• Bachelor's degree or equivalent experience (preferred in CS or related field)
• Willingness to adapt in a remote, cross-geography team environment

• Empathy for customers
• Leadership and people development
• Influence and negotiation
• SFDC
• Gainsight
• Cloud platforms (GCP, Azure, AWS)