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About the Role
As an Onboarding Customer Success Manager, you will own and drive the onboarding journey for a diverse portfolio of customers, accelerating their time-to-value by establishing success criteria, managing milestones, and orchestrating cross-functional teams for a seamless start.
Responsibilities
- Own the Onboarding Journey: Lead customers through a structured, milestone-driven onboarding process, ensuring they understand the Idira solution, its value, and the path to success.
- Cross-Functional Collaboration: Partner closely with Sales, Professional Services, Support, Sales Engineering, Customer Success Executives, and Renewals to provide a consistent and coordinated onboarding experience.
- Customer Goal Alignment: Work collaboratively with customers to define, document, and translate their business objectives into clear, actionable onboarding milestones.
- Identify and assign key customer champions, admins, and end-users critical to onboarding success and product adoption.
- Risk and Escalation Management: Develop and communicate an escalation framework early onboarding to address potential issues or blockers swiftly.
- Identify Gaps Early: Proactively detect potential roadblocks or readiness gaps and mobilize Idira internal resources to drive resolution.
- Regular Progress Reviews: Conduct scheduled check-ins (monthly/bi-monthly) to monitor onboarding progress, address concerns, and ensure timely value realization.
- Advocate Enablement: Recommend and support customers in leveraging Idira enablement tools such as training programs, community forums, and documentation for self-service learning.
- Continuous Improvement: Gather customer feedback and contribute insights to enhance the onboarding process and overall customer experience.
Requirements
- 4+ years of relevant experience in Customer Success, Onboarding, Implementation, or a related role within SaaS or technology companies.
- Demonstrated project management skills or familiarity managing complex onboarding projects.
- Passionate about customer satisfaction with a strong, proactive problem-solving mindset.
- Ability to manage multiple simultaneous onboarding engagements effectively.
- Strong technical aptitude; experience explaining complex software products.
- Prior hands-on implementation or technical background is a plus.
- Familiarity with cybersecurity domain concepts such as Identity & Access Management, Windows/Active Directory, and cloud platforms (AWS, Azure, or GCP).
- Experience using customer success platforms (e.g., Salesforce, Gainsight, ChurnZero, HubSpot).
- Willingness and availability to travel as needed.
Skills
- Customer Success
- Onboarding
- Implementation
- SaaS
- Technology
- Project Management
- Problem-Solving
- Technical Aptitude
- Cybersecurity
- Identity & Access Management
- Windows/Active Directory
- AWS
- Azure
- GCP
- Salesforce
- Gainsight
- ChurnZero
- HubSpot
Location
- ANZ region
Work Type
- Full-time
- Onsite
Experience Level
- 4+ years
About the Company
- 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.
- In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry.
- We weave AI into the fabric of everything we do and use it to augment the impact every individual can have.
- 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.
- We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo.
- It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
Equal Opportunity
- 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.