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 non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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