Mgr, Customer Success Engineering

In this remote role, you will lead the Scale and Optimize Engineers team within Customer Success to drive adoption, renewals and value realization for enterprise Prisma Access customers. You'll manage a high-performing team, nurture customer relationships, and coach cross-functional collaboration to improve outcomes. You'll partner with Product, Engineering, Sales and Renewals to surface improvements and opportunities. You act as a customer advocate, shaping product direction and delivering measurable ROI and satisfaction.

• Lead and develop the Scale and Optimize Engineers team to drive technical outcomes and high product adoption
• Be the single point of contact for technical/product questions during customer engagements
• Measure and report on operational metrics like Customer Health, feature adoption, and renewals
• Accelerate ROI by rapidly implementing Palo Alto Networks solutions to meet business/security objectives
• Attract, hire, onboard, and retain S&O engineers; foster cross-team collaboration
• Collaborate with Product/Engineering to drive feature requests and improvements
• Work with Sales and Renewals to identify upsell opportunities and expand scope
• Enhance customer advocacy and reference-ability across the customer lifecycle
• Capture and communicate customer feedback to improve products and services
• Engage with customer organizations from executives to influencers as needed
• Monitor top customers' product usage, support experiences, and overall engagement

• 5+ years in pre-sales, account management, customer success, or related roles
• Cloud experience with GCP, Azure, or AWS preferred
• Deep understanding of networking/security technologies
• Experience with SFDC and Gainsight; ability to create reports/dashboards
• Strong leadership, influence, and negotiation skills
• Analytical, process-driven mindset with continuous learning focus
• Excellent communication and presentation skills
• Bachelor's degree in Computer Science or related field (or equivalent)

• empathetic leadership
• persuasion and negotiation
• cross-functional collaboration
• Google Cloud Platform (GCP)
• Microsoft Azure
• Amazon Web Services (AWS)