Manager, Customer Experience

We are looking for a Manager within our Customer Success Engineering team. You will be responsible for managing a team of Customer Success Engineers (CSE) who enable customer success with our award-winning Palo Alto Networks solutions. This high‑growth business requires scaling, optimization, dynamic spirit, and sustained performance as essentials. As the CSE Manager you will drive the team to in‑depth knowledge of the indicators of success, utilizing data and analytical aptitudes to guide changes and updates. This role also involves close collaboration with customer CISOs, security architects, security engineers, and development operations teams within mid‑to‑large enterprises, presenting implementation plans to all ranges of technical ability. Reporting to the LATAM Sr. Manager, Customer Success for the technical services business, you will lead a distributed team of high‑performance Customer Success Engineers across LATAM. Your Impact Customer escalation management: triage, prioritize issues, negotiate customer priorities, and manage expectations. Develop strong relationships with sales, 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 ROI through implementation and operationalization of Palo Alto Networks solutions. Assist customers with custom integrations and workflows into their SOC. Directly support customer requests and coordinate timely resolutions. Develop a comprehensive understanding of customer business challenges and map features to associated benefits. Serve as a customer advocate influencing product roadmap and improvements. Ensure engineers have necessary resources and processes for sustained performance through release cycles. Deliver guidance and direction to the team to exceed targets. Provide technical and soft‑skills training along with mentoring. Ensure consistent, standard onboarding training programs are delivered effectively. Set team and individual goals aligned with organizational objectives. Qualifications 8+ years in Customer Success Engineering, Services Delivery, Professional Services, or Consulting. 3+ years in a people‑management role. Strong consulting and project‑management skills with proven results as a trusted advisor to drive business value. Technical experience in networking or cybersecurity industries. Public cloud experience is a plus. Consistent success handling customer escalations – assessing and communicating expectations and negotiating resolutions. Willingness to travel up to 30%. The Team Our Customer Success team is critical to our mission. We enable client success by providing post‑purchase support, evolving with changing threats and technologies, and ensuring integrated solutions. Our focus is real‑time problem identification and rapid resolution to maintain the best customer support in the industry. Our Commitment We are problem solvers who take risks and challenge the cybersecurity status quo. We believe diverse teams innovate together to achieve our mission. We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance, please contact us. Remote Work: No Employment Type: Full‑time Key Skills: Bilingual, Linux Administration, Documentation, LNG, Entry Level Finance Experience: All of the experience listed above Vacancy: 1 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. #J-18808-Ljbffr