Customer Success Manager

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

📋 Description

• Promote the adoption and effective use of Cisco technologies to enhance customer value and drive growth.

• Address and mitigate renewal risks in collaboration with the renewals team.

• Facilitate customer expansion by encouraging deeper utilization of products and aligning with their evolving business needs.

• Establish technical influence through product demonstrations and consultative sessions with customers.

• Organize alignment workshops, conduct health checks, drive adoption accelerators, and provide executive updates.

• Design and execute technical adoption plans that align with customer objectives.

• Redirect customer inquiries to the appropriate teams to resolve adoption challenges.

• Collaborate across functions to pinpoint use cases that yield business results.

• Oversee portfolios of complex or strategic accounts across various products, regions, and stakeholders.

• Manage multiple workstream adoption initiatives and implement strategies to mitigate risks.

• Test AI and automation features while fostering internal innovation initiatives.

• Analyze customer feedback and adoption metrics using AI tools.

• Take ownership of the technical adoption strategy and independently execute core adoption tasks.

• Coordinate comprehensive customer-success adoption initiatives and transformation roadmaps.

• Facilitate renewals interlock cadence and deliver de-risking and adoption strategies at scale.

• Identify expansion, renewal, and new business opportunities and channel them to Sales and Renewals.

• Enhance processes through reusable playbooks and automation.

• Engage senior customer leaders through regular and in-person meetings.

• Co-create proactive, predictive, and personalized adoption journeys.

• Influence Product, Engineering, and Sales based on customer priorities.

• Direct resources, establish governance, and lead cross-functional working groups.

• Coordinate across accounts, regions, and functional initiatives to provide a unified customer experience.

• Offer field insights that influence pricing and packaging strategies.

• Collaborate with Finance, Sales, and Operations on renewal targets and growth strategies.

⛳️ Requirements

• Bachelor’s degree with 8 years of relevant experience, or Master’s degree with 6 years of relevant experience, or PhD with 3 years of relevant experience, or equivalent applicable work experience.

• Professional-level certification such as CCNP or another equivalent certification is preferred.

• Certifications related to industry trends.

• Comprehensive technical knowledge across various Cisco products and solutions.

• Familiarity with AI, machine learning, automation, and cloud technologies.

• Understanding of the competitive landscape and industry developments.

• Proven experience in managing complex or strategic accounts and multi-workstream adoption initiatives.

• Competence in developing technical adoption plans, transformation roadmaps, and risk mitigation strategies.

• Capability to lead customer workshops, conduct health checks, and drive adoption accelerators and executive updates.

• Ability to collaborate with sales, customer success, delivery, renewals, product, engineering, finance, and operations teams.

• Proficiency in utilizing customer-success feedback tools and adoption telemetry.

• Skill in identifying and qualifying expansion, renewal, and new business opportunities.

• Capacity to mentor others and guide pooled CSS and partner resources.

🏝️ 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.

• Paid birthday day off.

• Paid year-end holiday shutdown.

• 4 paid days off for personal wellness.

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

• Flexible vacation time off program without a 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.

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

• Optional 10 paid volunteer days per full calendar year.

• Annual bonuses for non-sales roles, contingent on Cisco policies.

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