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Palo Alto Networks Italia Logo Palo Alto Networks Italia · IT - Administration

Manager, Customer Success (Prisma AIRS)

United States, Santa Clara Employment contract 123000.00 - 199000.00 USD / Year · Job Posted May 29, 2026
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Job Description

As the leader of the Prisma AIRS Customer Success team, you will be operationalizing the team responsible for successful adoption of purchased AI Security offerings and driving the increased up-sell of additional services/products. We are looking for experienced customer success professionals (ideally with AI cybersecurity domain expertise) who want to build scalable mechanisms, drive team success, and make an impact in a fast-paced, high-growth environment.

Job Responsibility

  • Lead, mentor, and develop a team of Customer Success Managers and Engineers toward a high-performance culture focused on customer outcomes, retention, and growth
  • Leverage AI-driven analytics to monitor and predict customer health across a rapidly scaling product portfolio
  • Define and continuously refine the customer journey framework, ensuring consistency and scalability across the portfolio
  • Act as a senior escalation point for complex customer issues, guiding resolution strategy
  • Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive solution adoption and ensure full business value
  • Coordinate with Sales, Professional Services, and Operations to align account strategies and resource planning
  • Work closely with the product team to ensure customer feature requests are prioritized and product feedback is provided
  • Recruit, hire, and onboard new CSMs and CSEs as the team scales
  • Manage performance metrics including CSAT, renewal rate, upsell/cross-sell lead identification, and customer engagement

Requirements

  • Bachelor's degree with 8 years of related experience, or Master's degree with 6 years of related experience, or PhD with 3 years of related experience
  • 4 or more years of experience in Customer Success Management, with at least 2 years in a people management role
  • Experience implementing or operationalizing AI and data-driven tools to assess customer health, identify churn risk, and surface growth opportunities
  • Previous experience building or optimizing a customer journey in a fast-paced environment
  • Strong operational mindset with experience defining KPIs, building dashboards, and using data to drive team performance and customer outcomes
  • Proven track record of managing customer escalations, balancing customer expectations, and negotiating successful resolutions
  • Flexibility for travel as needed

Nice to have

Previous experience within an AI Cybersecurity or enterprise software company

What we offer

  • restricted stock units
  • bonus
  • employee benefits
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