Mark Bernardin

My career has been dedicated to ensuring customers achieve lasting success with complex technologies. Starting with security awareness training at Cofense, I maintained a 95% retention rate across challenging accounts by creating scalable onboarding and churn-reduction strategies. At Proofpoint and Swimlane, I designed and delivered tailored engagement programs, achieving 120% net revenue retention while mentoring peers and refining playbooks that elevated team-wide performance.

At Deepwatch, I expanded MSSP engagements by more than 20% and reduced mean times to detect and resolve threats, underscoring my ability to tie technical outcomes to business value. Most recently at Palo Alto Networks, I managed $8.5M+ ARR portfolios across enterprise customers. I earned recognition for turning around historically demanding accounts—The Home Depot, Lowe’s, and EY—by resetting expectations, elevating adoption, and guiding executive conversations. Senior leaders and customers described me as “the greatest CSM Lowe’s ever had” and praised my ability to “understand the customers.”

Beyond customer-facing impact, I have contributed to process improvements and team enablement. I piloted Asana-based Account Success Plans, rewrote key training materials as a subject matter expert, and created a Customer Success soft-skills training path on Udemy. I’ve mentored peers, coached new hires, and advocated for customer success certifications that are now available team-wide.

Certified as a Customer Success Manager (SuccessCOACHING), CompTIA Security+, Swimlane SOAR Administrator, and Counter-Intelligence Threat Analyst, I blend deep cybersecurity knowledge with executive-level communication skills. My passion lies in mentoring others, building resilient customer relationships, and delivering measurable outcomes that align to both client goals and business objectives.