Sr Supv, Identity Security Customer Success

About this role

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters. Job Summary

The Customer Success (CS) Team Lead for the Central US region plays a critical role in delivering our next phase of growth for Idira, Palo Alto Networks' Identity Security Platform , across both external and internal customers.

Externally, you will work with a strategic portfolio of enterprise accounts, ensuring they adopt and realize recurring value from the full range of Idira solutions (spanning human, machine, and agentic identity security across cloud, hybrid, and on-premises environments). You will collaborate closely with CISOs, Directors/Managers of Security, Security Engineers, Security Architects, and DevOps teams to implement best-in-class Privileged Access Management (PAM), Identity Governance, and Secrets Management. The end results are elevated customer satisfaction, measurable security maturity, increased retention, and the expansion of the Idira platform footprint.

As a regional change agent, you will bring best practices and technical innovation to both internal and external stakeholders. In this Team Lead role, 50% of your time will focus on direct strategic customer engagements , and 50% will be spent assisting the CS Manager, Central US to mentor team members and partner with the regional sales organization to scale a world-class Customer Success program.

Key Responsibilities Team Leadership & Enablement (50%) • 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.

Strategic Account Management & Customer Success (50%) • 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.

Qualifications & Experience • Leadership Experience: 2+ years of experience in a team lead, supervisory, or managerial role. • Professional Background: 8+ years of experience in Customer Success, Consulting, Technical Account Management, or Post-Sales Engineering within enterprise software or cybersecurity. • Domain Knowledge: Strong understanding of identity security concepts (Privileged Access Management, Identity Governance, Least Privilege, SSO/MFA, and Secrets Management). • Technical Depth: Solid knowledge of enterprise cloud architecture (AWS, Azure, GCP), hybrid IT environments, Active Directory/Entra ID, and core cybersecurity strategies. • Stakeholder Management: Excellent consulting, project management, and executive communication skills with a track record of driving business outcomes for both technical teams and CISOs. • SaaS & Tooling: Prior experience with enterprise SaaS solutions and Customer Success tooling (e.g., Gainsight, Salesforce) is required. • Location: Preference for candidates based in the Central US to ensure seamless collaboration across regional Customer Success, Sales, and technical functions.

Qualifications

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for no

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