Senior Manager Customer Success Engineering

Senior Manager Customer Success Engineering – responsible for managing a team of Customer Success Engineers (CSE) who enable customer success with our award‑winning CORTEX Cloud portfolio. This high‑growth role focuses on scaling, optimization, dynamic spirit, and sustained performance.

As the CSE Senior Manager, you will lead a distributed team of High‑performance Customer Success Engineers across EMEA and LATAM, driving in‑depth knowledge of success indicators, utilizing data and analytics to guide changes, updates, and improvements. You will work closely with customer CISOs, security architects, security engineers, and development operations teams within mid‑to‑large enterprises, presenting implementation plans to all levels of technical ability. You will report to the EMEAL Sr Manager, Customer Success for the CORTEX Cloud business.

• 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 maximize their ROI 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 and map features to address customers’ needs.
• Serve as a customer advocate influencing product roadmap and improvements.
• Ensure engineers have the resources and processes needed to confirm success through release cycles.
• Provide guidance and direction to the team supporting goals and objectives, maximizing engineer opportunity to exceed targets.
• Give appropriate technical and soft‑skills training, including mentoring.
• Deliver consistent and standard onboarding training programs.
• Set team and individual goals in line with overall organizational goals.

• 10+ years of experience in Customer Success Engineering, Services Delivery, Professional Services, or Consulting.
• 3+ years of experience in a people‑management role.
• Strong consulting and project‑management skills with a proven record of acting as a trusted advisor to drive business value for customers, including the ability to work well with client teams at all technical levels.
• Technical experience in networking or cyber‑security industries.
• Public‑cloud experience is a plus.
• Consistent success working with customer escalations – assessing, communicating, and negotiating resolutions.
• Flexibility for travel up to 30%.

Our Customer Success team is critical to our success and mission. You will implement new products, transition from legacy products to new solutions, and fix integrations and critical issues as they arise. Your focus will be on providing the best customer support in the industry as threats and technology evolve.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. Please contact accommodations@paloaltonetworks.com for assistance or accommodation.

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.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.