Note: The job is a remote job and is open to candidates in USA. Palo Alto Networks is a cybersecurity company focused on protecting digital life through innovative security technologies, including its Idira Identity Security Platform. The Senior Supervisor will lead customer success enablement for the Central US while managing strategic enterprise accounts, driving identity security adoption, and mentoring team members. The role also partners with sales, product, engineering, and account teams to improve customer outcomes, retention, expansion, and operational efficiency.
Responsibilities
- Onboarding & Training: Lead and coordinate onboarding programs, ongoing product knowledge enablement (covering all Idira capabilities ), and peer shadowing opportunities
- Operational Mentorship: Serve as the initial point of contact for team questions, assist with account challenges, and provide direct feedback on customer communication and engagement best practices
- Management Support: Partner with the CS Manager, Central US to fulfill supervisory tasks, streamline team workflows, and drive regional operational efficiency
- Professional Development: Act as a dedicated mentor to help team members build core skills and advance their professional growth
- Value Roadmapping & Success Planning: Work with clients to establish outcome-based success plans, define critical goals, and execute multi-year identity security value roadmaps
- Executive Alignment: Establish a regular cadence (Weekly, Monthly, QBRs) with client leaders to review executive dashboards, program status, and identity health metrics
- Trusted Advisory: Position yourself as a strategic advisor, driving continued platform adoption and helping customers mature their zero-trust and privilege security frameworks
- Cross-Functional Collaboration: Partner with the broader Palo Alto Networks Account Team (Account Managers, Solutions Architects, Training, and Enablement) to identify expansion opportunities across organizational functions
- Voice of the Customer: Advocate internally for customer needs, relaying critical feature feedback and operational requirements to Product and Engineering teams
- Health Monitoring & Risk Mitigation: Continually track Customer Health metrics and KPIs in Gainsight. Proactively flag adoption bottlenecks and coordinate internal resources to resolve blockers quickly
- Sales Alignment: Act as a key consultant to the Regional Sales Team on account renewals, expansion strategies, and risk mitigation across the Central US region
Skills
- 2+ years of experience in a team lead, supervisory, or managerial role
- 8+ years of experience in Customer Success, Consulting, Technical Account Management, or Post-Sales Engineering within enterprise software or cybersecurity
- Strong understanding of identity security concepts (Privileged Access Management, Identity Governance, Least Privilege, SSO/MFA, and Secrets Management)
- Solid knowledge of enterprise cloud architecture (AWS, Azure, GCP), hybrid IT environments, Active Directory/Entra ID, and core cybersecurity strategies
- Excellent consulting, project management, and executive communication skills with a track record of driving business outcomes for both technical teams and CISOs
- Prior experience with enterprise SaaS solutions and Customer Success tooling (e.g., Gainsight, Salesforce) is required
- Preference for candidates based in the Central US to ensure seamless collaboration across regional Customer Success, Sales, and technical functions
Benefits
- The compensation may also include restricted stock units and a bonus.
- This role is remote.
- Onboarding programs, ongoing product knowledge enablement, and peer shadowing opportunities.
- Mentorship to help team members build core skills and advance their professional growth.
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