Senior Manager Customer Success Engineering

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 Senior Manager Customer Success Engineering Your Career We are looking for a Senior Manager within our Customer Success Engineering team. You will be responsible for managing a team of Customer Success Engineers (CSE) who enable customer success with our award-winning CORTEX Cloud portfolio. In this high growth business, scaling, optimization, dynamic spirit, and sustained performance are the essentials. As the CSE Senior Manager , you will drive the team to in-depth knowledge of the indicators of success, utilizing data and your analytical aptitudes to guide changes, updates, and improvements. In this role, you will also work closely with the customer CISOs, security architects, security engineers, and development operations teams within mid-to-large enterprises, so you'll need to feel confident presenting implementation plans to all ranges of technical ability. Reporting to the EMEAL Sr Manager, Customer Success for the CORTEX Cloud business, in this role you will lead a team of high performance Customer Success Engineers, distributed across EMEA and LATAM. Your Impact Customer escalation management, triage, prioritize issues, negotiate customer priorities, and manage expectations Develop strong relationships with our sales team, customers, partners and internal teams (TAC, Product Management, Engineering) Build and lead a team of Customer Success Engineers Drive performance metrics - CSAT, renewal rate, upsell/cross-sell identification, reference-ability, adoption, consumption, and customer engagement Ensure customers are maximizing their return on investment by implementing and operationalizing Palo Alto Networks solutions to achieve their objectives Assist customers in implementing custom integrations and workflows into their SOC Directly support customer requests, coordinate, and prioritize timely resolutions Develop a comprehensive understanding of business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs Serve as a customer advocate in influencing product roadmap and improvements Ensure that engineers have the resources and processes necessary to confirm success and sustained performance through release cycles Deliver guidance and direction to the team supporting goals and objectives, maximize engineer opportunity to exceed targets Directly provide appropriate technical and soft skills training along with mentoring Ensure that consistent and standard onboarding training programs are used and delivered effectively Set team and individual goals in-line with overall organizational goals Qualifications Your Experience 10 years of experience in Customer Success Engineering, Services Delivery, Professional Services ... (truncated, view full listing at source)