Senior Customer Success Manager – Prisma AIRS

JobtailorRemote

Stellenbeschreibung:

Responsibilities

Act as the ultimate delivery authority, orchestrating the entire post‑sale customer journey from onboarding and complex implementations to steady‑state optimization and renewal.
Govern project timelines, resource allocation, and risk management frameworks to guarantee successful outcomes.
Champion customer value by guiding enterprise clients through embedding AI‑powered security features directly into their production workflows.
Ensure automated processes are fully operationalized and aligned with the client’s digital transformation goals.
Monitor service delivery metrics, customer health, and product usage data to proactively intercept delivery roadblocks and engagement drops.
Structure and lead highly impactful Executive Business Reviews (EBRs/QBRs) focusing on business outcomes and security ROI.
Serve as the strategic liaison between the customer and internal engineering, product management, technical support, and sales. Efficiently manage high‑severity service delivery escalations, advocating for critical client roadmap requirements.

Requirements

5+ years of experience as a Senior CSM, Service Delivery Lead, Technical Account Manager (TAM), or Program Manager within the enterprise cybersecurity or network security domain.
Proven experience leading complex service delivery initiatives for large‑scale enterprise accounts centered around AI products, data security, or advanced cloud architectures.
Deep operational understanding of the enterprise AI ecosystem, automated business workflows, and security guardrails for Generative AI.
Strong background in project/program governance, change management, and mitigating service delivery risks to ensure high customer retention and account expansion.
Demonstrated ability to translate technical architecture milestones into strategic, value‑driven business narratives for corporate leaders.
Exceptional verbal and written communication skills with a track record of building deep, trust‑based relationships with cross‑functional technical teams and C‑suite executives (CISOs, CTOs).
Proficiency leveraging enterprise CS management platforms and data tools (such as Salesforce, Gainsight, Tableau, or JIRA) to drive data‑driven account governance.
PMP, ITIL, or foundational network security certifications (e.g., PCNSA, PCNSE, CCNA, or NetSec Analyst) are highly desirable.
Open to occasional travel to lead strategic on‑site delivery engagements and enterprise rollouts.

Core Competencies

Demonstrates expertise in orchestrating post‑sale customer journeys, ensuring successful service delivery and customer retention through effective project governance and risk management. Proficient in leveraging AI‑powered security solutions and data‑driven insights to enhance enterprise client outcomes.