Customer Success Manager - Palo Alto

Why WWT?

World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe.

Founded in 1990, WWT brings together strategy, deep technical expertise and world-class

partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC)-a collaborative ecosystem featuring state-of-the-art hardware and software-WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distribution capabilities.

With more than 14,000 team members and over 60 locations globally, WWT's culture-grounded in core values and leadership philosophies-has been recognized by Fortune® and Great Place to Work for its commitment to innovation, trust and creating a great place to work for all. WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

Why should you join the Customer Experience - Software Lifecycle team?

WWT's CX - Software Lifecycle team is focused on our customers first, partnering with them to ensure we understand their goals, then applying the efforts necessary to achieve those goals. It is a rewarding way to ensure that our relationships continue foster quality business outcomes and our customers view us as their strategic advisors. As a Palo Alto Networks CSM, you will help customers get the most from their cybersecurity investments across WWT's Palo Alto Networks partnership.

CX is also a thriving area of growth for many companies who are making the shift from transactional sales models to supporting recurring revenue. Customer Experience has become a key driver to ensuring that any customer who commits to a contract with a vendor sees success and continues to renew that business. This industry trend towards recurring revenue models makes WWT Customer Experience - Software Lifecycle an area of great opportunity for potential candidates.

What will you be doing?

The Customer Success Manager (CSM) - Palo Alto Networks is a customer-facing role that owns the customer relationship and provides focused functional and technical leadership aligned to Palo Alto Networks (PAN) solutions and programs within the Customer Success portfolio. This role drives customer outcomes by leading adoption, usage, and operational understanding of Palo Alto Networks software agreements, subscriptions, and solutions, ensuring customers can effectively navigate questions, requirements, and common challenges, including licensing, entitlements, and support processes through the Palo Alto Networks Customer Support Portal (CSP).

The CSM operates across all customer segments-including Commercial, Service Provider, Public Sector, and Enterprise-and serves as the primary point of contact and accountable owner for their assigned customers. For customers with multiple technology stacks across WWT, the CSM is expected to partner closely with the respective CSM and/or CXE aligned to those technologies to provide cross-organizational support. The role owns customer accounts completely and carries direct responsibility for overall account success, providing expert guidance, execution leadership, and responsive support for customers across the Palo Alto Networks portfolio (e.g., Strata network security, Prisma Cloud/Prisma SASE, and Cortex).

This role partners closely with fellow Customer Success Managers (including CSMs aligned to other technologies) and broader account teams to respond to customer inquiries, support enablement activities, and assist with adoption and optimization motions. The CSM brings a service-oriented mindset and strong technical fluency to help customers understand Palo Alto Networks entitlements, subscriptions, license activation, usage, and processes, while engaging senior advisors, architects, or technical teams across WWT as needed for more complex or strategic needs.

The CSM is the accountable lead for customer outcomes within the Palo Alto Networks program. Responsibilities include leading enablement sessions, providing hands-on assistance for routine configuration or operational tasks (such as CSP account and asset management, license and subscription activation, and software/content update guidance), supporting troubleshooting efforts, and managing escalations to specialized resources, including Palo Alto Networks TAC and account teams, when needed. The role drives assigned customer initiatives through completion, ensuring accuracy, follow-through, and alignment to defined customer outcomes.

In addition, the CSM contributes insights, observations, and documented learnings to Customer Success partners and internal stakeholders to improve consistency, efficiency, and customer experience. The role requires strong attention to detail, business and technical acumen, and the ability to communicate clearly with both internal teams and customer stakeholders.

The position is typically aligned to a defined scope of Palo Alto Networks technologies, tools, and programs, with a strong expectation of ongoing learning and skill development. Over time, the CSM is expected to continue deepening expertise, expand scope, and take on increasingly strategic customer relationships.

The ideal candidate is an experienced, customer-centric professional with deep technical depth and a desire to continue building it, contribute meaningfully to customer success outcomes, and grow within a collaborative, fast-paced environment. They are reliable, curious, and proactive, with a strong foundation in problem-solving, communication, and service excellence.

To be successful in this role, you should:

• Be able to own and lead customer relationships and support customer needs related to Palo Alto Networks products, subscriptions, and programs, including navigating the Customer Support Portal (CSP).
• Be able to clearly communicate Palo Alto Networks technical or process-oriented information to Customer Success partners and customer stakeholders.
• Be organized and capable of managing multiple support requests, tasks, or initiatives concurrently.
• Be able to assess customer needs and determine when to resolve independently versus when to escalate to senior or specialized resources, including Palo Alto Networks TAC or the PAN account team.
• Be comfortable operating in an ownership-oriented role that requires responsiveness, follow-through, and accuracy.
• Be a self-motivated learner who actively builds Palo Alto Networks technical knowledge (e.g., PAN-OS, Panorama, Prisma, Cortex) and customer success best practices.
• Be able to execute day-to-day responsibilities independently and with confidence, taking full ownership of customer outcomes.
• Be adaptable and able to shift priorities as customers and business needs evolve.
• Be detail-oriented and process-driven, ensuring documentation and execution meet quality standards.
• Be comfortable working with incomplete information while seeking clarification and support as needed.
• Demonstrate professionalism, sound judgment, and effective collaboration across teams.
• Maintain a professional appearance and demeanor appropriate for all customer-facing interactions.
• Perform effectively in a fast-paced environment with moderate visibility and occasional time-sensitive requests.

Responsibilities include:

• Support internal and external enablement sessions, technical briefings, and training aligned to Palo Alto Networks solutions and programs.
• Partner with Customer Success Managers to respond to customer inquiries and support adoption and operational success, including CSMs aligned to other technologies for customers with multiple technology stacks across WWT.
• Own and execute customer success plans, activities, and initiatives, ensuring timely and accurate completion.
• Assist in maintaining and improving customer-facing and internal documentation, playbooks, and best practices.
• Develop and maintain working knowledge of Palo Alto Networks technologies, the Customer Support Portal (CSP), programs, and processes through ongoing learning, including pursuit of Palo Alto Networks training and certifications (e.g., PCNSA).
• Document customer interactions, activities, and insights using internal tools (e.g., Gainsight) and collaborate via platforms such as Microsoft Teams or Webex Teams.
• Support escalation workflows by engaging appropriate senior advisors, architects, WWT technical teams, or Palo Alto Networks TAC and support resources (including opening and tracking cases in CSP) when customer needs require additional expertise.
• Review customer usage, entitlement, subscription, license, or configuration data (e.g., in CSP, Strata Cloud Manager, or Prisma Cloud) to provide accurate guidance and identify potential issues, such as upcoming license expirations or unregistered assets.
• Contribute to efforts that improve customer experience, operational efficiency, and consistency of service delivery.
• Lead customer working sessions and support engagements, engaging senior resources as needed.
• Operate effectively in both virtual and in-person customer environments, adapting communication style as needed.
• Maintain regular and reliable attendance and be available to support customer or business needs outside of standard business hours when required.
• Present a professional, camera-ready presence for all virtual and in-person customer interactions across a diverse customer portfolio.

Required Qualifications

• 5+ years of experience in Customer Success, Technical Support, Operations, IT, Professional Services, or a related customer-facing role.
• Hands-on experience supporting customers within a defined technology, OEM, software platform, or operational program; working knowledge of the Palo Alto Networks Customer Support Portal (CSP) and Palo Alto Networks licensing and subscription models strongly preferred.
• Strong technical acumen with the ability to follow established processes and provide accurate guidance.
• Experience supporting customer adoption, usage, or operational questions within software or service agreements; familiarity with Palo Alto Networks products (e.g., NGFW, Panorama, Prisma Access, Prisma Cloud, Cortex XDR/XSOAR/XSIAM) is a plus.
• Ability to own customer accounts end-to-end and collaborate effectively with senior advisors, other CSMs, and cross-functional teams.
• Strong written and verbal communication skills across internal and customer-facing interactions.
• Demonstrated ability to manage multiple tasks or requests while maintaining attention to detail.
• Analytical and problem-solving skills appropriate for complex customer scenarios.
• Professional demeanor and judgment in customer-facing environments.
• Comfortable working in evolving programs and driving clarity and direction for customers and internal teams.

Education:

• Undergraduate Degree in a related field or equivalent work experience is required

This job may require travel; up to 25%.

Location is remote within the United States.

Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $70,000.00 to $85,000.00 annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.

The well-being of WWT employees is essential. When it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Health (Medical & Prescription), Dental, and Vision Care, Onsite Health Centers (MO & IL), Employee Assistance Program, Wellness program
• Financial Benefits: Competitive Pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Flexible Spending Accounts, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Medical Leave, Military Leave, Bereavement, Day of Caring
• Additional Perks: Family Planning Benefits, Nursing Mothers Benefits, Voluntary Legal, Voluntary Supplemental Accident/Illness/Hospital, Voluntary ID Theft, Pet Insurance, Employee Discount Program

Note: This is not an all-encompassing list and should not be used as a complete description of the plan's benefits. For more information, see our US benefits website at wwt.com/us-benefits.

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for all!

If you require accessibility accommodation(s) or adjustment during any stage of the hiring

process, please let your WWT Recruiter know. The recruiter will work with you to understand your needs and help ensure an accessible experience throughout the interview process.

World Wide Technology is an Equal Opportunity Employer.

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