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

Mgr, Customer Success Engineering

United States, Austin · Job Posted June 04, 2026
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Job Description

The Manager, Cortex Cloud Consulting Services, is responsible for building and setting the strategic direction for the Cortex and Prisma Cloud Technical Services organization in North America. This includes driving innovation, optimization, and platform and services adoption across the commercial ecosystem with a focus for renewals and product expansion. You support technical deployments with customer journeys that span the Cortex and Prisma Cloud portfolio, and serve as a point of escalation for the Cortex and Prisma Cloud portfolio of customers. A key focus of this role is focused on people management, career growth, and team culture development.

Job Responsibility

  • Drive customer success strategies to help customers achieve adoption and expertise with the platform and technology
  • Develop and drive the deployment and adoption strategy for the Cortex and Prisma Cloud organization, in collaboration with the broader ecosystem of Technical Services teams in Palo Alto Networks
  • Evolve and optimize the customer journey, including onboarding, implementation, growth strategy, and methodology
  • Set performance targets for the Technical Services organization based on deployment, adoption, and consumption of our products
  • Oversee the creation of enablement and skill set development for the teams
  • Develop the Cortex and Prisma Cloud Services roadmap
  • Collaborate heavily with Support, Sales and Product Management functions
  • Establish the Customer Success Manager/Engineer role as a trusted advisor
  • Build out customer health monitoring and reporting
  • Manage line-level managers and more tenured employees on the team

Requirements

  • 5+ years of professional services and customer escalations experience, with least 3+ years in a management role
  • Go-To-Market & Post-Sales commercial sales mentality, including comfort with owning and growing customer relationships
  • Demonstrated ability to lead development of best in class deployment & adoption methodology, with track record of driving renewals & product expansion
  • Experience working with professional services platforms and working cross-functionally with other GTM organizations like Sales, Sales Operations, Engineering and Product Management
  • Skilled in customer escalations with experience in account management and project management
  • Thrives in a matrixed team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
  • Strong understanding of security principles, vulnerability management, and industry best practices
  • Practical experience with public cloud platforms, preferably Azure, Google Cloud, and AWS
  • Expertise with container technologies, such as Docker
  • Experience with CI/CD tools, examples include Jenkins, Github Actions, or Gitlab
  • Expertise in software development, including but not limited to automated testing, version control, and OOP
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