Enterprise Customer Success Manager

Palo Alto Networks

Enterprise Customer Success Manager driving adoption, retention, and expansion of Idira cybersecurity products across ANZ enterprise customers. Advising security and DevOps stakeholders while managing onboarding, success plans, health metrics, renewals, and expansion.

Posted 8/5/2026full-timeSydney • 🇦🇺 AustraliaSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success management, focusing on driving product adoption and value through tailored success plans and strategic advisory roles. Proficient in utilizing tools like Gainsight to track customer health metrics and foster strong relationships with both technical and non-technical stakeholders.

Highest-signal resume keywords

Customer Success ManagementSaaS Identity And Access ManagementProject ManagementEnterprise Security SolutionsGainsight

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey ManagementCloud ArchitectureIT Security Best PracticesActive DirectoryLDAPAzureIdentity Management SystemsTechnical Requirement TranslationKPI TrackingValue-Driven Roadmap Design

Soft Skills

Excellent Communication SkillsTrusted AdvisorRelationship BuildingProactive Problem SolvingPresentation Skills

Tools & Technologies

GainsightExecutive DashboardsProgram Status Reports

Industry Keywords

Enterprise SoftwareSecurity StrategiesNetworking EnvironmentsPost-Sales Technical Account ManagementCustomer Experience Improvement

Tech Stack

Tools & technologies

AzureCloud

About the role

Key responsibilities & impact

Own the end-to-end customer journey from onboarding to adoption and advocacy
Drive successful implementation and continuous value of Idira products across the customer portfolio
Develop tailored customer success plans and critical goals aligned with customer objectives
Design and execute value-driven roadmaps to achieve customer outcomes
Establish weekly, monthly, and quarterly customer touchpoints to review progress and measure success
Use executive dashboards and program status reports to maintain alignment and track performance
Serve as a strategic advisor and build deep customer relationships and trust
Drive continued value and adoption of Idira products and services
Collaborate with Account Managers, Solution Architects, Training, and Enablement teams to expand product adoption
Represent the customer voice internally and communicate feedback to relevant teams
Anticipate customer needs and proactively address challenges
Track customer health metrics and KPIs and identify potential issues early
Use Gainsight to track customer activity and important data points
Drive initiatives to improve customer experience, products, and processes
Support the Regional Sales Team with customer renewals and expansion opportunities

Requirements

What you’ll need

8+ years of relevant experience in customer success, consulting, post-sales technical account management, or similar roles
Proven ability to serve as a trusted advisor to technical and non-technical clients
Strong consulting and project management skills
Demonstrated success managing complex, high-impact initiatives
Experience with SaaS Identity and Access Management (IAM) solutions or within an enterprise software company highly desirable
In-depth understanding of enterprise security solutions, security strategies, and technologies
Strong knowledge of cloud architecture and traditional on-premise IT environments
Solid understanding of IT security best practices and frameworks
Practical experience implementing security measures and strategies for complex enterprise systems
Hands-on experience with enterprise directory services such as Active Directory, LDAP, Azure, and other identity management systems
Strong technological understanding of networking environments and IAM systems
Ability to translate technical requirements into actionable solutions
Excellent written and verbal communication skills
Ability to explain complex topics clearly to technical and non-technical audiences, including executives and end-users
Demonstrated ability to present complex technical topics to C-level executives in a simplified, business-oriented manner
Ability to deliver Executive Briefing Center (EBC) presentations
Applicants must not require immigration sponsorship; work visa sponsorship is not available

Benefits

Comp & perks

Flexible working when needed
Reasonable accommodations for qualified individuals with a disability or special need
Equal opportunity employment and diversity commitment