Senior Customer Success Manager – Palo Alto Networks – Driving Adoption & Revenue Growth at brighthush

About brighthush

brighthush is a global technology partner that empowers enterprises, service providers, and public sector organizations to design, build, and scale intelligent solutions across AI, digital, cybersecurity, cloud, and infrastructure. With a presence in over 60 locations worldwide and a team of more than 14,000 professionals, brighthush is recognized by Fortune and Great Place to Work for its commitment to innovation, trust, and creating a great place to work for all. Our culture is built on core values of collaboration, curiosity, and customer obsession, and we are dedicated to delivering world‑class services that help our clients succeed in a rapidly evolving digital landscape.

Why Join the Customer Experience – Software Lifecycle Team?

The Customer Experience (CX) – Software Lifecycle team at brighthush is at the heart of our customer‑first philosophy. We partner with clients to understand their goals, then apply the expertise and resources necessary to achieve those goals. By focusing on customer success, we transform transactional relationships into strategic, recurring revenue partnerships that drive long‑term value for both our clients and brighthush.

Why Palo Alto Networks?

Palo Alto Networks is a leading cybersecurity vendor, and our partnership with them is a cornerstone of brighthush’s portfolio. As the industry shifts toward recurring revenue models, the Customer Success Manager role for Palo Alto Networks is a high‑impact opportunity to help customers maximize their investment in security solutions such as Strata, Prisma Cloud, Prisma SASE, and Cortex.

Key Responsibilities

• Own the Customer Relationship: Serve as the primary point of contact for assigned Palo Alto Networks customers across all segments—Commercial, Service Provider, Public Sector, and Enterprise.
• Drive Adoption & Operational Success: Lead customer initiatives that increase usage, optimize licensing, and ensure smooth operation of Palo Alto Networks software agreements and subscriptions.
• Enablement & Training: Conduct hands‑on configuration sessions, technical briefings, and training workshops to empower customers and internal teams.
• Escalation Management: Identify complex issues, coordinate with Palo Alto Networks TAC, account teams, and internal experts, and ensure timely resolution.
• Cross‑Functional Collaboration: Partner with other Customer Success Managers, CXE teams, and account managers to provide holistic support for customers with multi‑technology stacks.
• Data‑Driven Insights: Review usage, entitlement, and configuration data in CSP, Strata Cloud Manager, and Prisma Cloud to proactively identify risks and opportunities.
• Continuous Improvement: Contribute to the development of playbooks, best‑practice documentation, and process enhancements that elevate the overall customer experience.
• Professional Development: Pursue Palo Alto Networks certifications (e.g., PCNSA) and stay current with product releases and industry trends.

Essential Qualifications

• 5+ years of experience in Customer Success, Technical Support, Operations, IT, or Professional Services.
• Hands‑on experience supporting customers with software platforms, OEMs, or operational programs.
• Strong technical acumen and familiarity with Palo Alto Networks products (NGFW, Panorama, Prisma Access, Prisma Cloud, Cortex XDR/XSOAR/XSIAM).
• Proficiency with the Palo Alto Networks Customer Support Portal (CSP) and licensing/subscription models.
• Excellent written and verbal communication skills, with the ability to translate technical concepts for diverse audiences.
• Demonstrated ability to manage multiple tasks, prioritize, and maintain meticulous attention to detail.
• Analytical mindset and problem‑solving skills suitable for complex customer scenarios.
• Professional demeanor and sound judgment in all customer‑facing interactions.
• Undergraduate degree in a related field or equivalent work experience.

Preferred Qualifications

• Experience in a recurring revenue or subscription‑based business model.
• Prior exposure to enterprise security solutions and cloud‑native architectures.
• Knowledge of industry standards such as ISO 27001, NIST, or SOC 2.
• Experience with customer success platforms (e.g., Gainsight) and collaboration tools (Microsoft Teams, Webex).
• Previous travel experience (up to 25%) and flexibility to support customers outside standard business hours.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building long‑term relationships.
• Technical Fluency: Ability to quickly learn new technologies and troubleshoot complex issues.
• Strategic Thinking: Identify growth opportunities and align customer success plans with business objectives.
• Collaboration: Work effectively across cross‑functional teams and influence stakeholders at all levels.
• Adaptability: Thrive in a fast‑paced environment with evolving priorities.
• Process Orientation: Document and follow best practices to ensure consistency and quality.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Success Manager, you will:

• Progress to senior CSM roles or specialized technical tracks within the Palo Alto Networks portfolio.
• Lead cross‑functional initiatives that shape the future of our CX strategy.
• Participate in leadership development programs and mentorship opportunities.
• Earn industry certifications and attend global conferences to stay ahead of emerging trends.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and innovative workplace. We celebrate diversity, encourage continuous learning, and reward high performance. Our remote‑first model offers flexibility, while our global community ensures you have access to the best talent and resources worldwide.

Compensation & Benefits

While specific figures may vary by location and experience, the base salary range for this role is typically between $70,000 and $85,000 annually, with potential for variable incentive compensation such as bonuses or commissions. In addition to competitive pay, brighthush offers:

• Comprehensive health, dental, and vision coverage.
• On‑site health centers in select locations.
• Employee Assistance Program and wellness initiatives.
• Retirement plans with company matching, profit sharing, and 401(k).
• Life and disability insurance, flexible spending accounts, and tuition reimbursement.
• Paid time off, holidays, parental leave, and bereavement leave.
• Additional perks such as family planning benefits, nursing mother support, pet insurance, and employee discount programs.

How to Apply

Ready to take the next step in your career and help customers unlock the full potential of Palo Alto Networks solutions? Submit your application through our careers portal or click the link below to apply directly.

Apply to This Job

Join brighthush Today

At brighthush, we are committed to creating an environment where every employee is empowered to succeed based on skill, performance, and dedication. We cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members. If you are a proactive, customer‑obsessed professional with a passion for technology and a desire to grow, we want to hear from you.

We are an Equal Opportunity Employer. If you require accessibility accommodations during any stage of the hiring process, please let your recruiter know, and we will work with you to ensure an inclusive experience.