Customer Experience Customer Success Specialist

Meet the Team
Join the Global Enterprise Segment (GES) Customer Success team, where we partner with the world’s most complex organizations to modernize identity and Zero Trust architecture. We are a diverse, high-trust team known as a premier launchpad for innovators. We believe in radical transparency, candid feedback, and continuously elevating our craft. If you thrive where psychological safety meets high standards, you will love working here.

Your Impact
As a Customer Success Specialist (CSS), you are the strategic advisor for enterprise security executives, identity architects, and IT operations teams. You will drive adoption, de-risk deployments, uncover expansion opportunities, and guide customers through critical milestones including Risk-Based Authentication, SSO/IdP integrations, and Zero Trust access.

• Manage proactive adoption strategies and value realization across a portfolio of Fortune 500 accounts.
• Partner with security architects to integrate Cisco Duo across hybrid environments, including Entra ID, Okta, and EHR systems.
• Lead Executive Business Reviews (QBRs/EBRs) to demonstrate security ROI and identify architectural gaps.
• Leverage AI and telemetry to analyze account health, surface risk, and accelerate time-to-value.
• Cultivate our collaborative culture through peer mentoring, feedback loops, and knowledge sharing.

Minimum Qualifications

• 10+ years in Customer Success, Technical Account Management, or Solutions Architecture supporting enterprise SaaS or cybersecurity.
• 5+ years of experience with IAM, MFA, SSO, SAML/OIDC protocols, or directory services (e.g., Active Directory, Entra ID, Okta).
• 1+ years of experience using AI tools, LLMs, or prompt-driven workflows to streamline technical tasks.
• Proven experience managing enterprise relationships, conducting executive business reviews, and delivering adoption plans.
• Experience analyzing telemetry and authentication logs to evaluate account health and security risks.

Preferred Qualifications

• Demonstrated growth mindset, with the ability to navigate complex feedback and collaborate in a diverse team.
• Practical experience building AI workflows or automation scripts to accelerate troubleshooting and reporting.
• Experience with healthcare (EPCS/EHR), financial services, or regulated compliance frameworks (FIPS, FedRAMP, HIPAA, PCI-DSS).
• Experience navigating Cisco partner ecosystems, Global Price List (GPL) models, and SaaS renewal cycles.

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees

• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco

• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

• Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next

• Additional paid time away may be requested to deal with critical or emergency issues for family members

• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. 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 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.