> Markdown version of [/jobs/ext/2544189-onboarding-csm](https://www.wearedevelopers.com/jobs/ext/2544189-onboarding-csm). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Onboarding CSM - **Company:** Palo Alto Networks - **Location:** Boston, MA, United States - **Experience:** Expert - **Salary:** $123,880.0 - $202,070.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Artificial Intelligence, Amazon Web Services, JIRA, Microsoft Azure, Identity and Access Management, RSA (Cryptosystem), Smartsheet, Multithreading, SailPoint - **Published:** August 29, 2026 - **Apply:** https://www.careerjet.com/job/usc4fc275cc5e13d1c74ba24c2a7d843d0/eaa ## About the Role Highly proactive and self-motivated, you will orchestrate cross-functional resources (Services, Support, Sales Engineering, Product, and Partners) to deliver a repeatable, programmatic onboarding experience. By successfully managing a high volume of accounts at scale, you will drive strong early adoption and lay the critical foundation for long-term expansion., Candidate Location: Must be based on the US East Coast. Candidates located in the Greater Boston area are highly preferred. * IGA Expertise (Required): Deep, hands-on experience with Identity Governance and Administration (IGA) platforms (e.g., SailPoint, Saviyant, RSA, Omada, One Identity). * CSM & Onboarding Experience: 5+ years of experience as a Customer Success Manager leading complex, multi-threaded software onboarding or implementation projects for enterprise customers. * Self-Starter Mentality: Highly self-motivated and proactive, with the proven ability to thrive in a fast-paced environment and independently manage a heavy account load (>30 accounts). * AI & Tech Savvy: Comfortable using modern AI tools to boost productivity and always looking for innovative ways to improve existing workflows. * Executive Presence: Proven ability to manage executive-level relationships and navigate complex enterprise organizations. * Methodology: Demonstrable success using outcome-based frameworks (OKRs, Success Plans, CSAT/NPS) and project-management tools (Smartsheet, , Jira, or similar). * CS Tooling (Nice-to-Have): Experience with Gainsight or similar customer success platforms is a strong plus. * Technical Foundations: Strong general knowledge of Identity & Access Management (IAM), Windows/Active Directory, and one or more cloud platforms (AWS, Azure, or GCP). * Travel: Willingness to travel up to 15% for key workshops and executive reviews. ## Description As an Onboarding Customer Success Manager (OB-CSM), you own the onboarding journey for a portfolio of enterprise/strategic customers across the Americas. Operating with a strong business value mindset, your mission is to accelerate time-to-value, establish clear success criteria, and drive customers towards their strategic outcomes., * High-Volume Portfolio Management: Effectively balance and drive >30 concurrent customer onboarding projects at any given time from contract signature to foundational value. * Value Realization: Apply a strong business value mindset to define success plans and measurable business outcomes in collaboration with customer sponsors; ensure early wins are documented and communicated. * Project Execution: Create and execute project plans, manage risk, track milestones, and keep executive stakeholders proactively informed. * Customer Training & Adoption: Guide customers through adopting the platform by running training sessions and helping their teams adjust to the new system. Connect them with the right learning materials (like self-service guides, partner resources, or training portals) to ensure they are set up for success. * AI & Process Innovation: Leverage AI tools and a continuous improvement mindset to refine how we work. Proactively identify ways to automate repetitive tasks, improve the onboarding playbook, and deliver a faster, better customer experience. * Governance: Establish a clear governance cadence-including steering calls and executive business review to validate value. * Proactive Block Removal: Monitor support cases and product telemetry to anticipate and remove adoption blockers quickly before they escalate. * Commercial Alignment: Partner with Sales on renewal and upsell strategy once foundational onboarding KPIs are met. * Product Feedback: Contribute feedback to Product Management on early-life customer experience and feature gaps discovered during onboarding. ## Related Videos - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Developers don't need onboarding, do they? 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