Customer Success Manager Unit 42 - Remote

Your Career

As a member of the Unit 42 team you will be one of the next members of a growing team that is responsible for the successful adoption of purchased U42 offerings and driving the increased upsell of additional services / products. We are looking for experienced SaaS sales or customer success professionals (ideally with cybersecurity domain expertise) who want to make an impact in a fastpaced highgrowth environment.

We expect officebased employees to be in the office four days per week with one day working from where they choose. We believe being together facilitates casual conversations and those magic moments where we can work on issues and ideas informally. These moments build capability and deepen trusted relationships and allow our people to feel safe in taking risks and being disruptive. Like so many companies we are working through the details and things could change . but in general if a role is deemed officebased we want our teams to be together four days per week.

Your Impact

Ensure customers are maximizing their return on investment by owning the customers onboarding adoption satisfaction and advocacy across a portfolio of customers

Provide high touch / white glove customer outreach immediately post close to shepherd customers through the onboarding process

Drive adoption ensure customer applies the offering hours in a timely manner

Ensure customer is measurably satisfied with the service they are receiving

Informing customers of refresh needs and options

Proactively identify upsell and renewal opportunities and grow revenue

Facilitate portfolio renewals

Develop a trusted advisor relationship with customer stakeholders executive sponsors and partners to drive cybersecurity solution adoption to ensure they are leveraging the solution to achieve full business value

Be the first line of defense in solving customer support requests and coordinating and prioritizing timely resolutions with consulting teams and become a Subject Matter expert over time

Ensure continual communication with customers on Unit 42 messaging current and offerings updates events main points of contact within Unit 42 and touchpoint for all feedback from our customer

Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map services and associated business benefits to address their needs

Serve as a customer advocate in influencing service and product roadmap and improvements

Partner closely with sales and consulting teams to develop and apply these processes Must be able to build trust and influence

Manage performance metrics CSAT Renewal rate Upsell / Crosssell lead identification Referenceability Renewal likelihood Adoption Consumption Customer Engagement

Capture and nurture CISO and execute relationships to influence the recurring strategic spend

Qualifications : Your Experience

Experience building out new programs and initiatives within an ever evolving organization

Strong consulting and project management skills with proven results working as a trusted advisor to drive business value for customers including the ability to interact with client teams at various levels of technical and nontechnical depth

Proven track record of managing customer escalations balancing customer expectations and negotiating successful resolutions

Highly datadriven with a commitment to following process

Excited about driving and tracking a consistent engagement process with all customers in your portfolio

Team player with the highest level of integrity who will innovate to continue improving the way we serve our customers

Desire to partner and work crossfunctionally with with Sales Operations and Consulting teams

Previous experience with a Cybersecurity or enterprise software company highly desired

Ability to multitask and work in a fastpaced environment

Knowledge of the latest customer success techniques and technologies.

Willingness to work nights and weekends as needed

Tableau a plus

Flexibility for travel

Additional Information :

The Team

Our Customer Success team is critical to our success and mission. As part of this team you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesnt stop once they sign it evolves. As threats and technology change we stay in step to accomplish our mission.

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for nonsales roles) or base salary commission target (for sales / commissioned roles) is expected to be between $98000 $158500 / YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple : we cant accomplish our mission without diverse teams innovating together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need please contact us at   .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Remote Work : Employment Type :

Fulltime

Key Skills

Nurse Management,Acute Care,Computer Skills,Data Collection,Management Experience,Conflict Management,Dementia Care,Medical Terminology,Nursing,Operations Management,Leadership Experience,Supervising Experience

Vacancy : 1