Manager, Americas Customer Success Center

  • Location:
    Lindon, Utah, US
  • Area of Interest
    Sales - Services, Solutions, Customer Success
  • Job Type
  • Technology Interest
  • Job Id

What You’ll Do

We have an exciting leadership role available on our team! In this role, you will be a highly visible, strategic leader within Cisco’s Global Virtual Sales and Customer Success organization. You and your team will have a material and strategic impact across the entire Cisco subscription portfolio in an assigned territory.  As a successful leader, you will not only directly impact customers and partners who have purchased Cisco subscription solutions but you will provide strategic requirements to Cisco cross functional stakeholders that will influence Cisco’s long term capabilities and offer portfolio.

This Manager of Customer Success Adopt and Expand will be accountable for ensuring that all regional customers successfully adopt and realize value from Cisco’s subscription solutions, and for managing a team of Virtual Customer Success Managers. This includes developing and executing the in region adopt & expand strategy resulting in a capability that will accelerate the time it takes for customers and/or partners to achieve the business outcomes that they planned to receive from Cisco subscription offers. This strategy will include designing and implementing an efficient and scalable coverage model inclusive of automated touch points as well as effectively shaping and implementing the strategy for data and analytics. This leader will ensure that execution is consistent with global standards yet, be tailored to accommodate in-region differences. In addition, this Manager of Customer Success will be responsible for qualifying opportunities to expand wallet share within a customer and/or partner and effectively passing those opportunities to the sales teams.

            Activities Include:

  • Setting the overall vision and strategic Adopt and Expand plan for the Customer Success Managers in assigned territories
  • Represent her/his organization with stakeholders within Cisco and to prospective partners and customers.
  • Drive increases in usage, health scores, and NPS leading to significant, double digit increases in renewal rates, through influence of her/his team
  • Develop creative and repeatable Expand strategies through successful adoption
  • Empower and inspire the organization through effective communication and leadership
  • Advocate innovation and effectively lead through change
  • Serve as the lead spokesperson and ambassador for Adopt and Expand within assigned territory
  • Develop in region initiatives to drive results while integrating Demand Gen activities for all routes to market.
  • Use quantitative and qualitative analysis to drive operational excellence in customer and/or partner engagement
  • Provide detailed and documented requirements to cross functional teams that improve the impact of the Adopt and Expand team.


Who You'll Work With

You will have the opportunity to participate in Cisco innovation as we build a brand new Customer Success Management Team in the Americas. You will work with some of our largest Enterprise and Mid-Market customers accelerating their time to value in the consumption of Cisco Services and Software. This is a team of highly motivated, highly passionate people who are driven by results. Along with our customers, CuSMs will work with Partners, Field Sales, Sales Engineers and Delivery Teams to maximize customer value realization. The result of our team's success will be measured through customer health scores (value realization measurement) and lead generation through expand opportunity identification. Successful candidates will collaborate, innovate and incubate ideas that drive result and scale our business that maximizes our return on investment.


Who You Are

  • The ideal candidate will have 2-3 years of experience managing/leading a diverse team
  • 5+ years of experience with subscription and software offers/recurring revenue model
  • Experience working in a Customer Success role preferred
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Strong empathy for customers and a passion for revenue and growth
  • Experience integrating data and analytics into workflows and engagement processes.
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Exceptional hiring and talent development skills, specifically coaching and mentoring Early in Career talent
  • Excellent executive level communication and presentation skills
  • Bachelor’s degree required, Masters degree and/or industry-related certifications preferred.


Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns. We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco.

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