Customer Success Manager
Cisco
Application window is expected to close on 12/20/2025
- Acting as a technology advocate, providing feedback to Cisco’s product teams for development and enhancements, and staying current with the latest Cisco technologies, competitive landscape, and industry trends.
- Offering expert guidance to customers, ensuring they achieve their business and technical goals with Cisco technologies.
- Driving software utilization and value realization, leading to customer renewals and business growth.
- Proactively handling renewal risks, demonstrating insights to increase customer retention, and facilitating workshops to review adoption progress and ensure successful onboarding.
- Building strong relationships with customer partners to understand their challenges and objectives, and collaborating with Sales, Customer Success, Renewals, and Business Entities to identify use cases that drive value and business outcomes.
- Advocating for the customer within Cisco, ensuring their needs are met and that they receive a high-quality customer experience.
- Build and implement Technical Adoption Plans in partnership with Customer Success Specialists (CSS) that align with customer goals to maximize their technology investments and promote the full use of our technologies.
- 8 + years working in a customer facing role in an IT company or in an Enterprise IT organization
- Understanding of fundamental networking concepts - skills and knowledge to set up, manage, fix, and troubleshoot small to medium-level networks.
- Experience developing software adoption plans across technology portfolio
- Experience driving software adoption with customer executives and technical leaders
- Experience leading cross-functional teams in a matrix organization
- Financial, Renewal, and/or adoption forecasting experience
- Experience as a technology advocate
- Proven ability to offer expert guidance to customers, helping them achieve business and technical goals
- Experience driving software utilization and value realization (Customer renewals)
- Proficiency in proactively managing renewal risks, demonstrating insights to increase customer retention
- Strong relationship-building skills
- Experience collaborating with teams to drive value and business outcomes.
- Advocacy skills
- Experience building and implementing Technical Adoption Plans
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.
Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.