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Onboarding CSM
Full-time
Our Mission
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. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.
Who We Are
In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!
This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.
Job Summary
As an Onboarding Customer Success Manager (OB-CSM), you own the onboarding journey for a portfolio of enterprise/strategic customers across the Americas. Operating with a strong business value mindset, your mission is to accelerate time-to-value, establish clear success criteria, and drive customers towards their strategic outcomes.
Highly proactive and self-motivated, you will orchestrate cross-functional resources (Services, Support, Sales Engineering, Product, and Partners) to deliver a repeatable, programmatic onboarding experience. By successfully managing a high volume of accounts at scale, you will drive strong early adoption and lay the critical foundation for long-term expansion.
Key Responsibilities
High-Volume Portfolio Management: Effectively balance and drive >30 concurrent customer onboarding projects at any given time from contract signature to foundational value.
Value Realization: Apply a strong business value mindset to define success plans and measurable business outcomes in collaboration with customer sponsors; ensure early wins are documented and communicated.
Project Execution: Create and execute project plans, manage risk, track milestones, and keep executive stakeholders proactively informed.
Customer Training & Adoption: Guide customers through adopting the platform by running training sessions and helping their teams adjust to the new system. Connect them with the right learning materials (like self-service guides, partner resources, or training portals) to ensure they are set up for success.
AI & Process Innovation: Leverage AI tools and a continuous improvement mindset to refine how we work. Proactively identify ways to automate repetitive tasks, improve the onboarding playbook, and deliver a faster, better customer experience.
Governance: Establish a clear governance cadence—including steering calls and executive business review to validate value.
Proactive Block Removal: Monitor support cases and product telemetry to anticipate and remove adoption blockers quickly before they escalate.
Commercial Alignment: Partner with Sales on renewal and upsell strategy once foundational onboarding KPIs are met.
Product Feedback: Contribute feedback to Product Management on early-life customer experience and feature gaps discovered during onboarding.
Candidate Location
Must be based on the US East Coast.
Candidates located in the Greater Boston area are highly preferred.
IGA Expertise (Required): Deep, hands-on experience with Identity Governance and Administration (IGA) platforms (e.g., SailPoint, Saviyant, RSA, Omada, One Identity).
CSM & Onboarding Experience: 5+ years of experience as a Customer Success Manager leading complex, multi-threaded software onboarding or implementation projects for enterprise customers.
Self-Starter Mentality: Highly self-motivated and proactive, with the proven ability to thrive in a fast-paced environment and independently manage a heavy account load (>30 accounts).
AI & Tech Savvy: Comfortable using modern AI tools to boost productivity and always looking for innovative ways to improve existing workflows.
Executive Presence: Proven ability to manage executive-level relationships and navigate complex enterprise organizations.
Methodology: Demonstrable success using outcome-based frameworks (OKRs, Success Plans, CSAT/NPS) and project-management tools (Smartsheet, Monday.com, Jira, or similar).
CS Tooling (Nice-to-Have): Experience with Gainsight or similar customer success platforms is a strong plus.
Technical Foundations: Strong general knowledge of Identity & Access Management (IAM), Windows/Active Directory, and one or more cloud platforms (AWS, Azure, or GCP).
Travel: Willingness to travel up to 15% for key workshops and executive reviews.
Our Commitment
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.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.
