Senior Customer Success Manager – Prisma AIRS

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Serve as the primary authority for delivery, managing the complete post-sale customer experience from onboarding and intricate implementations to ongoing optimization and renewals.

• Oversee project schedules, resource distribution, and risk management strategies to ensure successful results.

• Advocate for customer value by assisting enterprise clients in integrating AI-driven security features directly into their operational workflows.

• Guarantee that automated processes are fully implemented and in sync with the client’s digital transformation objectives.

• Track service delivery metrics, customer health, and product usage information to proactively address delivery obstacles and engagement declines.

• Organize and facilitate influential Executive Business Reviews (EBRs/QBRs) that emphasize business outcomes and security return on investment.

• Act as the strategic connection between the customer and internal teams including engineering, product management, technical support, and sales. Effectively manage high-severity service delivery escalations while advocating for essential client roadmap needs.

⛳️ Requirements

• A minimum of 5 years of experience in roles such as Senior Customer Success Manager, Service Delivery Lead, Technical Account Manager (TAM), or Program Manager in the enterprise cybersecurity or network security field.

• Demonstrated experience leading intricate service delivery projects for large enterprise accounts focused on AI products, data security, or advanced cloud infrastructures.

• Comprehensive operational knowledge of the enterprise AI landscape, automated business workflows, and security protocols for Generative AI.

• Strong expertise in project/program governance, change management, and risk mitigation strategies to ensure high customer retention and account growth.

• Proven ability to convert technical architecture milestones into strategic, value-oriented business discussions for corporate leaders.

• Outstanding verbal and written communication skills with a proven track record of establishing deep, trust-based relationships with cross-functional technical teams and C-suite executives (CISOs, CTOs).

• Proficient in utilizing enterprise customer success management platforms and data tools (such as Salesforce, Gainsight, Tableau, or JIRA) to enhance data-driven account governance.

• PMP, ITIL, or foundational network security certifications (e.g., PCNSA, PCNSE, CCNA, or NetSec Analyst) are highly preferred.

• Willingness to travel occasionally to conduct strategic on-site delivery engagements and enterprise rollouts.

🏝️ Benefits

• Flexible work arrangements

• Professional development opportunities