Customer Experience Manager – Federal

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Facilitate the adoption of software and services while ensuring value realization to support renewals and growth.

• Proactively oversee and reduce renewal risks throughout the customer journey.

• Build and sustain executive and technical relationships with customer stakeholders.

• Represent customers within Cisco and relay their feedback to product teams.

• Utilize AI and automation tools to assess customer environments and pinpoint optimization opportunities.

• Manage services revenue, margin, and strategic investment decisions for designated accounts.

• Develop and implement comprehensive adoption plans across 2–3 accounts.

• Supervise service performance, customer outcomes, risks, and necessary mitigation actions.

• Incorporate Cisco technologies and AI-driven insights across accounts.

• Collaborate with CSS, partners, business entities, delivery, sales, renewals, and customer success teams.

• Embed adoption plans into portfolio views linked to customer value and retention goals.

• Organize resources according to lifecycle milestones.

• Serve as a trusted advisor to senior IT and business stakeholders.

• Lead customer interactions, Customer Value Workshops, and quarterly customer business reviews.

• Align account strategies with sales growth opportunities and Cisco priorities.

• Coordinate teams during significant outages or escalations.

• Utilize metrics and business intelligence to create targeted adoption strategies.

• Collaborate with CSS and business entities on automation and digitization strategies.

• Formulate enterprise customer success plans and Splunk roadmaps.

• Communicate solution value, broaden use cases, and conduct executive business reviews.

⛳️ Requirements

• Must be a U.S. citizen.

• Must hold an active U.S. security clearance of Top Secret or higher.

• Must possess the capacity to obtain a security clearance.

• Bachelor’s degree plus 12 years of relevant experience, or Master’s degree plus 8 years, or PhD plus 5 years, or equivalent pertinent work experience.

• Associate-level certification such as CCNA, or an equivalent relevant certification, is expected.

• Industry trend certifications.

• Over 5 years of related experience in software, subscription services, and IT/Security organizations.

• Experienced, tenured SaaS-focused customer success manager in cybersecurity, IT operations, or observability.

• Proven track record in delivering technology-based outcomes for Fortune 500 customers.

• Proven experience working at executive/C-suite levels on both customer and vendor sides.

• Ability to define customer journey outcomes and create milestone-based plans.

• Excellent collaboration and dynamic presentation skills.

• Self-driven with experience in leading programs and understanding how technology impacts business.

• Capacity to overcome adoption challenges using innovative and adaptable approaches.

• Comfortable operating within a dynamic technical organization with major customers.

• Experience with Splunk or similar technologies in a large enterprise setting.

• Experience in leading or developing teams.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with a Cisco matching contribution.

• Paid parental leave.

• Short- and long-term disability coverage.

• Basic life insurance.

• Cisco restricted stock unit grants may be available.

• 10 paid holidays per full calendar year.

• 1 floating holiday for non-exempt employees.

• 1 paid day off for the employee’s birthday.

• Paid year-end holiday shutdown.

• 4 paid days off for personal wellness.

• 16 days of paid vacation time per full calendar year for non-exempt employees.

• Flexible vacation time off program with no defined limit for eligible exempt employees.

• 80 hours of sick time off provided upon hire and each January 1st thereafter.

• Up to 80 hours of unused sick time can be carried forward from one calendar year to the next.

• Additional paid time off for critical or emergency family issues.

• Optional 10 paid days per full calendar year for volunteering.

• Annual bonuses for non-sales roles, subject to Cisco’s policies.

• Performance-based incentive pay for employees on sales plans.

• Opportunities for growth and development.

• Access to a global network of doers and experts.