Program Manager, Customer Intelligence and Retention, JAPAC

Our Mission

At Palo Alto Networks everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Your Career

We are hiring a Customer Intelligence & Retention Program Manager to support our sales organization in identifying and activating growth opportunities within our installed customer base across JAPAC. This role sits at the intersection of data analytics, sales enablement, and program execution.

You will analyze customer and renewal data to uncover accounts with high potential for upsell opportunity, technology refresh, and increased subscription adoption. These insights will be shared with Field Sales and Channel Partners to drive action and accountability. You will also build performance metrics and dashboards to measure program success and ensure follow-through across sales teams.

This is a mid to senior individual contributor role, ideal for someone who enjoys working with data, influencing stakeholders, and designing scalable programs that drive revenue.

Your Impact

• Targeting & Insights -Analyze renewal data, purchase history, CRM opportunities, and product lifecycle stages to identify high propensity accounts for upsell or refresh
• Collaborate with Sales Ops and Marketing to align sales plays and targeting strategy
• Provide account-level insights to Field Sales and Partners to support engagement
• Program Execution & Metrics - Develop and manage inspection metrics and KPIs to measure program success
• Partner with Sales Leadership to track and drive execution of assigned targets
• Deliver timely dashboards and reporting in collaboration with Sales Operations
• Subscription Utilization & Adoption - Analyze customer usage of purchased subscriptions to identify adoption trends and risks
• Surface low-usage or non-adopting accounts to Sales and Pre-Sales teams for follow-up
• Support the development of customer health metrics to enhance renewals forecasting

Your Experience 

• 4+ years of experience in sales or data analytics, commercial strategy, or sales operations
• Strong Excel skills (e.g. Power Query, PowerPivot, Excel Dynamic Array, Python for Excel), PowerBI, SQL and Python for automation and modeling are a strong plus
• Familiarity with Salesforce CRM and working with large customer/account datasets
• Excellent communication and presentation skills with the ability to translate data into action
• Experience working cross-functionally with Sales, Marketing, and Operations teams
• Prior exposure to subscription business models or tech/SaaS environments is a plus
• Proactive, structured, and outcome-oriented
• Proficiency in Mandarin is a plus to support collaboration with Mandarin- speaking stakeholders across the JAPAC region

Our Commitment

We're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at  [email protected].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.