Note: The job is a remote job and is open to candidates in USA. Cisco is a technology company developing solutions that connect and protect organizations across digital infrastructure. The Customer Success Manager drives adoption, utilization, customer value realization, renewals, and expansion for Cisco technologies while leading technical adoption strategies, customer workshops, risk mitigation, and cross-functional collaboration.
Responsibilities
- Handles a portfolio with complex or strategic accounts, often with multiple team members (multi-product, multi-region, multi-stakeholder)
- May supervise sophisticated, multi-workstream adoption initiatives, utilizing AI-tools to predict adoption challenges and driving value realization cadence and implementing risk‑mitigation strategies throughout the lifecycle
- Impacts across teams (e.g., standardization, playbook build)
- Leverages deep technical knowledge across multiple products and solutions, acting as a technology evangelist to customers
- Leads health checks and adoption accelerators; codifies standards for scale
- Acts as a pilot user or early adopter of new AI / automation features to validate usefulness; proposes and drives small internal innovation experiments (e.g. automating health checks, anomaly detection)
- Champions the use of AI tools to synthesize feedback and adoption data for ongoing improvement
- Owns technical adoption strategy within their specialization and complete core adoption motions without reliance on CSSs
- Collaborates with peers and cross-functional teams to share field insights and support enablement efforts
- Uses CS’ feedback tools to log adoption barriers, recognizes trends around recurring customer challenges, and surfaces to CXM/others as appropriate
- Leads end‑to‑end orchestration of CS adoption initiatives across programs and partners, crafting sophisticated transformation roadmaps and driving adoption patterns that span multiple technologies and engage cross-functional teams
- Guides adoption efforts with minimal oversight and mentors others on TAP quality and telemetry usage
- Drives renewals interlock cadence and delivers de‑risk and adoption strategies at scale; proactively surfaces and qualifies expansion, renewal, and new‑business opportunities applying adoption insights, and routes to Sales/Renewals
- Systematically scales and streamlines through reuse, modular playbooks, automation of routine tasks
- Engages regularly, and through onsite meetings, with customers’ senior leaders as a dialog partner and to shape strategic adoption plan
- Lead alignment workshops; steers outcome roadmaps and executive updates; raises adoption risks with clear owners
- Partners with customers to co-create proactive and predictive, personalized adoption journeys
- Influences cross-functional internal teams (Product, Engineering, Sales) based on customer priorities
- Guides pooled CSS and partner resources; sets cadence and governance for adoption plans and value reviews
- Guides internal process improvements and pilots new ways of working
- Leads cross-functional working groups involving CS, product, operations
- Acts as a liaison across accounts, regions, or functional initiatives, ensuring a “one-team” customer experience
- Maintains awareness of overlapping service engagements and other CSM teams, coordinating only where directly tied to software adoption plans
- Provides field insights that influence pricing and packaging strategies
- Identifies growth opportunities from adoption signals and partners with Sales on qualification and forecasting inputs (not direct funnel ownership)
- Collaborates with Finance, Sales, and Operations to align software renewal targets and growth levers
Skills
- Bachelors + 8 years of related experience, or
- Masters + 6 years of related experience, or
- PhD + 3 years of related experience, or
- Equivalent relevant work experience
- Professional level (e.g., CCNP) or equivalent relevant certification encouraged
- Industry trend certifications
Benefits
- Remote work arrangement
- Medical, dental and vision insurance for U.S. employees, subject to Cisco’s plan eligibility rules
- 401(k) plan with a Cisco matching contribution
- Paid parental leave
- Short- and long-term disability coverage
- Basic life insurance
- Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time
- 10 paid holidays per full calendar year, plus 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 determined by Cisco
- Non-exempt employees receive 16 days of paid vacation time per full calendar year, accrued at a rate of 4.92 hours per pay period for full-time employees
- Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use, subject to availability and some business limitations
- 80 hours of sick time off provided on the hire date and each January 1st thereafter
- Up to 80 hours of unused sick time carried forward from one calendar year to the next
- Additional paid time away may be requested to deal with critical or emergency issues for family members
- Optional 10 paid days per full calendar year to volunteer
- For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies
- Employees on sales plans earn performance-based incentive pay on top of their base salary, subject to the applicable Cisco plan
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