Rachel Soper
SEATTLE
Summary
Service Delivery Leader and trusted advisor with deep experience managing the full customer lifecycle in cybersecurity and SaaS environments. Proven ability to own strategic, high-value customer relationships and engage C-suite executives to drive adoption, renewals, and measurable value realization. Highly skilled in aligning complex security solutions with business outcomes while collaborating cross-functionally with Sales, Product, Engineering, and Professional Services to deliver tailored, outcome-based service solutions.
Overview
6
6
years of professional experience
Work History
Service Delivery Leader
Palo Alto Networks
10.2025 - Current
- Own strategic relationships with Palo Alto Networks’ largest customers, serving as the primary services liaison and trusted advisor across the full lifecycle—from contract award through deployment, adoption, and ongoing support of the full Palo Alto Networks security portfolio, including cloud security, firewalls, EDR, SIEM, SOAR, ASM, and MDR.
- Engage C-suite executives and key stakeholders, developing and executing customer success plans that align cybersecurity objectives with business outcomes and drive executive-level advocacy.
- Lead delivery teams to accelerate adoption of security technologies, drive solution consumption, and achieve measurable success.
- Collaborate cross-functionally with Sales, Product, Engineering, and Professional Services to drive tailored service solutions that meet customer business requirements and maximize value realization.
- Act as escalation owner for at-risk accounts, providing proactive, prescriptive guidance to mitigate risks and ensure successful outcomes.
- Track and communicate key success metrics, enabling data-driven executive decision-making and continuous value realization for customers.
Senior Customer Success Manager
Palo Alto Networks
09.2023 - 10.2025
- Managed a $24M+ book of business, overseeing deployment, adoption, and ongoing support.
- Built strong partnerships with customers, aligning success plans with executive priorities while driving product adoption among end users.
- Developed and executed Account Success Plans to ensure customers realized the value of their Cortex investment and to provide visibility across PANW and customer stakeholders.
- Partnered cross-functionally with technical and sales teams to align success strategies, assess customer health, identify growth opportunities, and drive renewals.
- Led a global technical training program on the SOAR platform for CSMs, enhancing product expertise and customer outcomes.
- Led strategic partnership between external XSIAM delivery partners and Customer Success, driving onboarding initiatives and process improvements to ensure customers achieve sustained success and adoption.
- Advocated for customers across Product, Engineering, and Support while managing escalations and at-risk accounts.
Customer Success Manager
Sonar
08.2022 - 09.2023
- Built and communicated success plans outlining customer goals, success metrics, and stakeholder engagement strategies.
- Monitored KPIs to assess engagement, account health, and churn risk.
- Onboarded customers to the platform and led training to drive adoption among end users.
- Created enablement content to support ongoing product use and engagement.
- Partnered with Sales, Product and Engineering teams to improve processes and implement key learnings.
- Worked with Sales on up-sell and renewal strategies with a strong focus on retention.
- Provided customer feedback to Product Management, identifying opportunities to enhance product features and capabilities.
Customer Success Manager
PadSplit
01.2020 - 09.2021
- Managed all post-sales communications as the primary point of contact for customers, including onboarding, product training, and monthly portfolio reviews.
- Developed a multi-session onboarding program for new customers with in-depth product demos and alignment on company processes and policies.
- Designed and implemented training programs for the internal Customer Success team to strengthen product knowledge and consistency.
- Drove user engagement, promoted adoption, and proactively mitigated churn.
- Partnered with the Sales team to build account strategies that supported growth and expansion opportunities.
- Identified account risks early and implemented mitigation plans to ensure customer retention.
- Collaborated with Product and Engineering teams to influence the roadmap and resolve bugs impacting customer experience.
Education
Bachelor of Science -
Georgia Institute of Technology
Atlanta, GASkills
- Customer Success & Relationship Management
- Cross-Functional Leadership & Collaboration
- Strategic Planning & Metrics-Driven Execution
- Operational Excellence & Detail-Oriented Execution
Timeline
Service Delivery Leader
Palo Alto Networks
10.2025 - Current
Senior Customer Success Manager
Palo Alto Networks
09.2023 - 10.2025
Customer Success Manager
Sonar
08.2022 - 09.2023
Customer Success Manager
PadSplit
01.2020 - 09.2021
Bachelor of Science -
Georgia Institute of Technology