Principal Product Manager, Services

Palo Alto Networks is a leader in cybersecurity dedicated to protecting the digital way of life. They are seeking a Principal Product Manager for Services to own the lifecycle of the Cortex services portfolio, focusing on driving product adoption and customer success through innovative service offerings.

Responsibilities:

• Design, build, and launch profitable service offerings for Customer Support, Professional Services, and Customer Success to drive product adoption and customer value realization
• Develop comprehensive business cases for new service initiatives, including AI-powered solutions, assessing market opportunity, competitive landscape, and pricing strategies to ensure business viability
• Lead the end-to-end service introduction process from concept to launch, securing leadership buy-in and influencing cross-functional stakeholders including Product, Engineering, Sales, and Marketing
• Establish and track key success metrics, using a data-oriented approach to drive continuous improvement and optimization of service offerings
• Act as a catalyst for transformative change, applying strategic thinking and program management skills to execute on key initiatives that drive significant business impact
• Collaborate with Product Marketing to create customer-facing collateral and internal sales enablement materials that clearly communicate the value proposition of your services
• Proactively work with product teams to align the services roadmap with product releases, ensuring timely updates and continued relevance of service offers

Requirements:

• Bachelor's degree with 8+ years of experience in Services Product Management (or Master's with 6+ years; PhD with 3+ years), including at least 3 years focused on Support, Professional Services, or Customer Success
• Demonstrated ability to define service offer strategy and execution plans based on customer needs, market analysis, and competitive landscape insights
• Proven experience leading complex cross-functional initiatives across Product, GTM, Support, Professional Services, Customer Success, and Engineering organizations
• Demonstrated ability to influence executive stakeholders and drive alignment across multiple organizations in fast-paced, matrixed environments
• Define and track key success metrics using a data-driven approach to optimize customer adoption, retention, operational scale, service efficiency, profitability, and overall business impact
• Strong executive communication and presentation skills, with the ability to translate complex concepts into actionable business strategy for technical and non-technical audiences
• MBA is highly preferred
• Direct experience within SaaS and/or enterprise software environments
• Experience designing or operationalizing AI-enabled service offerings, customer success programs, or professional services solutions
• Experience leading large-scale transformation initiatives, including process optimization, tooling strategy, or organizational change management
• Experience in project management and overseeing large-scale business transformations
• Deep knowledge of customer needs, market trends, and the competitive landscape