Team Lead, Customer Success Manager

Presidio is a leading company at the forefront of a global technology revolution, transforming industries through digital solutions and AI. They are seeking a Team Lead, Customer Success Manager to lead a team and manage enterprise accounts, focusing on customer satisfaction, retention, and growth.

Responsibilities:

• Lead, mentor, and develop a team of Customer Success Managers, fostering a culture of excellence and continuous improvement
• Actively manage your own portfolio of enterprise accounts while leading, coaching, and developing a team of Customer Success Managers — setting clear expectations, driving accountability, conducting regular 1:1s, and creating a high-performance team culture focused on customer outcomes and professional growth
• Drive adoption, renewals, and growth across the customer lifecycle from onboarding through renewal
• Serve as SME for Cisco and other OEM Enterprise Agreements (e.g., Palo Alto, Juniper), guiding customers on program benefits and optimization
• Define, monitor, and report on key performance indicators to measure customer health, adoption, and success outcomes
• Conduct QBRs and EBRs to demonstrate value and identify expansion opportunities
• Train and certify team members on CSM methodologies, tools, and best practices across Cisco, Palo Alto, Juniper, and other OEM platforms
• Work with Sales, Technical Services, and Overlay teams to ensure seamless customer experiences

Requirements:

• 5+ years in Customer Success or Account Management
• Bachelor's degree or equivalent experience and/or military experience
• 2+ years of leadership or team lead experience
• Proven track record of managing enterprise accounts
• Strong leadership and people development skills
• Excellent communication and presentation abilities
• Strategic thinking with execution focus
• Data-driven decision making
• Enterprise Agreement Knowledge: Subject Matter Expert (SME) on Cisco EA programs and other OEM licensing models and consumption frameworks (e.g., Palo Alto, Juniper)
• Customer Lifecycle Mastery: Expertise in customer journey mapping, adoption strategies, and retention best practices
• Remote Leadership: Experience leading distributed teams in a remote or hybrid environment
• Cross-Team Alignment: Demonstrated ability to build strong alignment across internal teams including Sales, Overlay, and Technical Services to drive unified customer outcomes
• Executive Presence: Ability to engage confidently with C-level stakeholders, communicate value clearly, and build trusted relationships at all levels of a customer organization
• Cisco and/or other OEM ecosystem experience (e.g., Palo Alto, Juniper)