Customer Success Manager
As a Customer Success Manager, you will play a vital role in driving the success of our customers across their lifecycle. This involves developing and executing comprehensive account strategies to promote long-term adoption, retention, and growth.
Key responsibilities include managing customer portfolios through both high-touch and scale strategies, conducting strategic touchpoints, identifying customer risks, and mobilizing internal teams to address issues swiftly and effectively.
Additionally, you will drive adoption of key platform features, ensure customers achieve success with our use cases, forecast and track customer sentiment, product utilization, and key health indicators.
You will partner with Pre-Sales and Adoption Engineering teams to drive collaboration, expansion, and successful renewals. As the voice of the customer, you will collect product feedback and prioritize requirements based on risk, urgency, and revenue impact.
Qualifications
* At least 3 years of experience in Customer Success, Account Management, or Renewals in a SaaS environment.
* Strong understanding of the SaaS customer lifecycle, including risk identification and mitigation.
* Proven success managing customer portfolios through both high-touch and scale strategies.
* Excellent communication, listening, negotiation, and presentation skills.
* Fluent in spoken and written English, with the confidence and presence to engage executive stakeholders.
* Organized, proactive, and highly accountable with strong project management and multitasking skills.
* Collaborative and cross-functional, with the ability to influence across internal teams.
* Proficient in CRM tools like Salesforce and data-driven in your approach.
* Technically curious and able to understand and explain software and cloud technologies.
* Data-driven with the ability to interpret and act on customer insights and performance metrics.
What We Offer
We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.
Cisco values the perspectives and skills that emerge from employees with diverse backgrounds.
This is an exciting opportunity to join a team that is passionate about delivering exceptional customer experiences and making a meaningful difference in the lives of our customers.