Note: The job is a remote job and is open to candidates in USA. Presidio is a leader in technology innovation, focusing on transforming industries with digital solutions and AI. They are seeking an experienced Customer Success Manager to manage customer accounts through the entire lifecycle, ensuring satisfaction, retention, and growth while serving as an expert on Cisco and multi-OEM Enterprise Agreements.
Responsibilities
- Own and manage a portfolio of customer accounts through the full customer lifecycle
- Drive onboarding, adoption, retention, and expansion strategies for assigned accounts
- Build and maintain trusted relationships with customer stakeholders, from technical champions to executive sponsors
- Conduct regular business reviews (QBRs), health checks, and adoption planning sessions
- Identify risk indicators early and develop proactive mitigation and save plans
- Partner with Sales, Renewals, and Technical Account teams to identify expansion and cross-sell opportunities
- Track and report on account health, adoption metrics, and renewal forecasts
- Serve as a primary expert on Cisco EA structure, licensing consumption, true-forward/true-up processes, and co-termination strategy
- Guide customers through EA renewal planning, growth forecasting, and optimization of license utilization
- Translate complex Cisco licensing/consumption data into clear guidance for customers and internal stakeholders
- Stay current on Cisco program changes, licensing updates, and EA policy shifts
- Collaborate with Cisco partner/vendor teams as needed on EA-related escalations
Skills
- Bachelor's Degree or equivalent experience and / or military experience
- 3+ years of experience in Customer Success, Account Management, or Customer Lifecycle roles
- Demonstrated subject matter expertise in the Enterprise Agreement OEM programs— consumption models, renewal cycles, and optimization strategies
- Strong track record of managing a book of customer accounts through the full lifecycle (onboarding → adoption → renewal → expansion)
- Excellent communication and relationship-building skills; comfortable presenting to customer stakeholders at all levels
- Data-driven approach to customer health, adoption, and renewal forecasting
- Ability to work independently and stay organized in a remote environment
- Must be a US Citizen
- Microsoft Office Tools (e.g. Excel, PowerPoint)
- Experience with CSM/CS platforms (e.g., Gainsight, Totango, ChurnZero)
- General and Generative AI experience
Company Overview