Manager, Customer Success Manager, Emea

Company Description
**At Palo Alto Networks® everything starts and ends with our mission**:
**Being the cybersecurity partner of choice, protecting our digital way of life.**

**We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish - but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.**

**We’re changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.**

**Job Description**:
**Your Career**

This role is focused on ensuring our customers’ success, driving growth/adoption of our technology as well as boosting renewals and gleaning strategic insights that improve our product value. This is an exciting opportunity to unequivocally influence our customers and Palo Alto Networks success. Reporting to the EMEA Segment Lead Customer Success for Strata, in this role you will lead an internationally dispersed team of Customer Success Managers, responsible for managing strategic and enterprise accounts.

This is a challenging role that requires exceptional customer relationships, team building, deep management and demonstrated coaching skills, a motivational style, and analytical skills. We are looking for someone who is truly passionate about customer advocacy and team development and has a proven track record to talk about Additionally, you will have a focus on quality management; foster an environment of innovation and high accountability, and demonstrate the ability to drive continuous operational improvement as a way of working and managing. Are you a person, by nature, that is a risk-taker, with a high level of ambition, and who thrives in an environment of change?

Your Impact
- Manage your team to develop delivery plans that maximize the customer experience and achieve higher product adoption, customer satisfaction, and overall health scores
- Leading a team Customer Success Managers; assisting the team with key escalations and, where required, the production of best practice blueprints for the portfolio of customers
- Measure effectiveness of Customer Success Managers, ensuring the team delivers on Key Operational metrics, including Customer Health - Green/Yellow/Red, Adoption (Consumption & Usage), Reference-ability, Renewal Likelihood, Upsell / Cross-Sell Potential, and % Retention / Renewal
- Create cadence for review within the team to drive premier programmatic Customer Success practice
- Attracting, hiring and retaining a group of Customer Success Managers, attract high potential individual contributors into the team, ensure rapid onboarding process for new team members, foster collaboration within internal teams and across the customer lifecycle
- Working closely with Sales reps and Renewals managers to identify new opportunities and upsell potential
- Increase the lifetime value of the Customer through greater advocacy and reference-ability; serving as a customer advocate in the evolution of our products and platform functionality integral to the customer's success
- Engage broadly across the Customer organization from management through to C-Level/Influencer as required
- Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services
- Actively assess the interactions with our top customers (product performance, depth, and breadth of usage, Support experience)

**Qualifications**:
**Your Experience**
- Relevant Bachelor’s degree or equivalent experience; preference for computer science or related background
- 10+ years experience working in pre-sales, account management, customer success, consulting or similar roles related to driving customer success and adoption
- 3-5 years of experience in people management role
- An enthusiastic and creative leader with the ability to inspire others
- Demonstrated trajectory of success with people-management, coaching, and up-leveling and amplifying team’s competencies
- Ability to manage influence through persuasion, negotiation, and consensus building
- Deep business operations expertise; has solid experience with SFDC, Gainsight, and adept with creating reports and dashboards is highly preferred
- Ideally combined background of post-sales, sales, consulting services experience
- Strong empathy for customers AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue b