Senior Customer Success Manager – Prisma AIRS

Palo Alto Networks

Senior Customer Success Manager managing strategic enterprise accounts in cybersecurity. Ensuring seamless deployment and operationalization of AI security solutions while maximizing customer ROI.

Posted 7/9/2026full-timeRemote • 🇬🇧 United KingdomSeniorWebsite

Tech Stack

Tools & technologies

CloudCyber SecurityPMPTableau

About the role

Key responsibilities & impact

Act as the ultimate delivery authority, orchestrating the entire post-sale customer journey from onboarding and complex implementations to steady-state optimization and renewal.
Govern project timelines, resource allocation, and risk management frameworks to guarantee successful outcomes.
Champion customer value by guiding enterprise clients through embedding AI-powered security features directly into their production workflows.
Ensure automated processes are fully operationalized and aligned with the client’s digital transformation goals.
Monitor service delivery metrics, customer health, and product usage data to proactively intercept delivery roadblocks and engagement drops.
Structure and lead highly impactful Executive Business Reviews (EBRs/QBRs) focusing on business outcomes and security ROI.
Serve as the strategic liaison between the customer and internal engineering, product management, technical support, and sales. Efficiently manage high-severity service delivery escalations, advocating for critical client roadmap requirements.

Requirements

What you’ll need

5+ years of experience as a Senior CSM, Service Delivery Lead, Technical Account Manager (TAM), or Program Manager within the enterprise cybersecurity or network security domain.
Proven experience leading complex service delivery initiatives for large-scale enterprise accounts centered around AI products, data security, or advanced cloud architectures.
Deep operational understanding of the enterprise AI ecosystem, automated business workflows, and security guardrails for Generative AI.
Strong background in project/program governance, change management, and mitigating service delivery risks to ensure high customer retention and account expansion.
Demonstrated ability to translate technical architecture milestones into strategic, value-driven business narratives for corporate leaders.
Exceptional verbal and written communication skills with a track record of building deep, trust-based relationships with cross-functional technical teams and C-suite executives (CISOs, CTOs).
Proficiency leveraging enterprise CS management platforms and data tools (such as Salesforce, Gainsight, Tableau, or JIRA) to drive data-driven account governance.
PMP, ITIL, or foundational network security certifications (e.g., PCNSA, PCNSE, CCNA, or NetSec Analyst) are highly desirable.
Open to occasional travel to lead strategic on-site delivery engagements and enterprise rollouts.

Benefits

Comp & perks

Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Project ManagementChange ManagementData SecurityAutomated Business WorkflowsTechnical Architecture Translation

Soft Skills

Exceptional CommunicationRelationship BuildingCross-Functional Collaboration

Certifications

PMPITILPCNSAPCNSECCNANetSec Analyst