Key skills
Customer Success ManagementCloud-native InfrastructureKubernetesPeople ManagementNetworkingSecurityCloud PlatformsDigital Adoption ProgramsGoAWSAzureGCPProduct ManagementCommunicationCollaborationCustomer SuccessSales
About this role
Cisco is a leader in networking and security solutions, and they are seeking a Manager of Customer Success to lead their post-sales organization. This role involves managing a team of Customer Success Architects, ensuring customer adoption and value realization of Cisco's products, and driving operational excellence across the team.
Responsibilities:
- Lead, coach, and develop a geographically distributed team of high-performing Customer Success Architects and drive operational excellence through adoption of new tools, systems and processes for leading post-sales activities
- Foster a culture of innovation, continuous learning, collaboration, and technical excellence
- Partner closely with People Team, Finance and Talent Acquisition to attract and retain top talent in cloud-native and networking domains
- Improve and track KPIs for account health, usage metrics, upsell opportunities, and customer satisfaction (e.g. CSAT)
- Align with Sales, Product Management, Support, and Engineering to ensure a seamless customer experience as well as support Go-to-Market initiatives and field enablement activities for new product features or services
- Lead your business. Understand pressure points, key performance indicators and continuous metrics to monitor in order to continuously capture current capacity and future growth needs
Requirements:
- Bachelor's + 12 years of experience or Master's + 8 years of experience or equivalent industry experience
- 7+ years of experience in customer-facing post-sales roles (Customer Success, Solutions Architecture, Professional Services) to include enterprise customer success practices focused on adoption, retention, upsell, and expansion
- 3+ years in people management to include leading highly distributed technical teams across multiple time zones
- Demonstrated experience in cloud-native infrastructure, Kubernetes, networking, or security domains to include multi-cloud/hybrid domains networking models
- Experience working with cloud-native security observability tools, hands-on experience or certifications in Kubernetes (CKA, CKS), major cloud platforms (AWS, Azure, GCP), or network certifications (CCIE, etc.)
- Exceptional communication and interpersonal skills, with the ability to influence technical and executive stakeholders
- Experience scaling customer success operations across North America
- Experience in building digital adoption programs