ThousandEyes - Customer Success Manager, Growth
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About ThousandEyes
Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network – even the ones they don't own. Powered by AI and extensive telemetry data, ThousandEyes helps IT teams proactively detect, diagnose, and remediate issues before they impact end-user experiences.
Deeply integrated within Cisco's portfolio, ThousandEyes supports scalable deployment and delivers AI-powered insights across Networking, Security, Collaboration, and Observability portfolios.
Role Overview
As a Customer Success Manager (CSM) on the Scale team, you will manage a segment of accounts with high growth potential. Your focus will be on strategic engagement and scalable programs to drive success throughout the customer lifecycle. You will serve as a trusted advisor, facilitating onboarding, platform adoption, and proactive customer interactions like QBRs and health reviews. Additionally, you will advocate for customer needs internally and set clear external expectations.
Key Responsibilities
* Develop and execute account strategies to promote long-term success, adoption, and retention.
* Manage a portfolio of customers requiring both high-touch and scalable engagement methods.
* Conduct strategic touchpoints, including check-ins, QBRs, and health checks.
* Identify and mitigate customer risks proactively, coordinating internal teams as needed.
* Drive adoption of platform features to improve customer outcomes and retention.
* Understand customer business, market, and stakeholders to identify expansion opportunities.
* Forecast customer sentiment and monitor product utilization and health metrics.
* Collaborate with Pre-Sales and Adoption Engineering teams to support expansion and renewals.
* Gather product feedback and prioritize customer requirements.
* Set customer expectations and coordinate internal resources for high-impact delivery.
* Manage escalations and ensure timely resolution of critical issues.
Qualifications
* Minimum of 3 years in Customer Success, Account Management, or Renewals in SaaS.
* Strong understanding of SaaS customer lifecycle, including risk management.
* Proven success managing diverse customer portfolios.
* Excellent communication, negotiation, and presentation skills.
* Fluent in English, capable of engaging with executive stakeholders.
* Available during U.S. core business hours.
* Organized, proactive, and accountable with strong project management skills.
* Collaborative with cross-functional influence abilities.
* Proficient in CRM tools like Salesforce.
* Technically curious with the ability to understand cloud technologies.
* Data-driven with the ability to interpret customer insights.
* Bachelor's degree or equivalent experience in SaaS/cloud solutions preferred.
We value diverse backgrounds and believe diverse teams foster innovation and positive impact.
Additional Details
* Seniority Level: Not Applicable
* Employment Type: Full-time
This position is based in Oeiras, Lisbon, Portugal.
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