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Palo Alto Networks Italia Logo Palo Alto Networks Italia · IT - Software Development

Customer Success Manager - Unit 42

Singapore, Singapore · Job Posted May 04, 2026
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Job Description

As a member of the Unit 42 team, you will be one of the founding members of a newly formed team that is responsible for the successful adoption of purchased U42 offerings and driving the increased up-sell 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 fast-paced, high-growth environment.

Job Responsibility

  • Ensure customers are maximizing their return on investment by owning the customer's on-boarding, adoption, satisfaction and advocacy across a portfolio of customers
  • Provide high touch/white glove customer outreach immediately post close to shepherd customers through the on-boarding 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 up-sell opportunities and grow revenue
  • 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 / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement
  • Capture and nurture CISO and execute relationships to influence the recurring strategic spend

Requirements

  • A strong background in Customer Success with a minimum of 5 years experience in a Customer Success capacity
  • 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 non-technical depth
  • Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions
  • Highly data-driven 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 cross-functionally with with Sales, Operations, and Consulting teams
  • Previous experience with a Cybersecurity or enterprise software company highly desired
  • Ability to multi-task and work in a fast-paced environment
  • Knowledge of the latest customer success techniques and technologies
  • Willingness to work nights and weekends as needed
  • Flexibility for travel

Nice to have

  • Security experience is a plus
  • Tableau a plus
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