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

Principal Product Manager, Services

United States, North Carolina 171200.00 - 276825.00 USD / Year · Job Posted May 14, 2026
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Job Description

We are seeking a talented and execution-focused Principal Product Manager for Services (Support Services, Professional Services, and Customer Success). In this role, you will own the end-to-end lifecycle of the Cortex services portfolio, from concept through launch and ongoing optimization. Leveraging data-driven decision-making and strong cross-functional leadership, you will help define, modernize, and scale post-sales service offerings and frameworks that drive product adoption, customer success, and long-term customer value realization.

Job Responsibility

  • Design, build, and launch profitable service offerings for Customer Support, Professional Services, and Customer Success to drive product adoption and customer value realization
  • Develop comprehensive business cases for new service initiatives, including AI-powered solutions, assessing market opportunity, competitive landscape, and pricing strategies to ensure business viability
  • Lead the end-to-end service introduction process from concept to launch, securing leadership buy-in and influencing cross-functional stakeholders including Product, Engineering, Sales, and Marketing
  • Establish and track key success metrics, using a data-oriented approach to drive continuous improvement and optimization of service offerings
  • Act as a catalyst for transformative change, applying strategic thinking and program management skills to execute on key initiatives that drive significant business impact
  • Collaborate with Product Marketing to create customer-facing collateral and internal sales enablement materials that clearly communicate the value proposition of your services
  • Proactively work with product teams to align the services roadmap with product releases, ensuring timely updates and continued relevance of service offers

Requirements

  • Bachelor’s degree with 8+ years of experience in Services Product Management (or Master’s with 6+ years
  • PhD with 3+ years), including at least 3 years focused on Support, Professional Services, or Customer Success
  • Demonstrated ability to define service offer strategy and execution plans based on customer needs, market analysis, and competitive landscape insights
  • Proven experience leading complex cross-functional initiatives across Product, GTM, Support, Professional Services, Customer Success, and Engineering organizations
  • Demonstrated ability to influence executive stakeholders and drive alignment across multiple organizations in fast-paced, matrixed environments
  • Define and track key success metrics using a data-driven approach to optimize customer adoption, retention, operational scale, service efficiency, profitability, and overall business impact
  • Strong executive communication and presentation skills, with the ability to translate complex concepts into actionable business strategy for technical and non-technical audiences

Nice to have

  • MBA is highly preferred
  • Direct experience within SaaS and/or enterprise software environments
  • Experience designing or operationalizing AI-enabled service offerings, customer success programs, or professional services solutions
  • Experience leading large-scale transformation initiatives, including process optimization, tooling strategy, or organizational change management
  • Experience in project management and overseeing large-scale business transformations
  • Deep knowledge of customer needs, market trends, and the competitive landscape

What we offer

  • restricted stock units
  • bonus
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