Customer Success Manager

About the role

As a Customer Success Manager (CSM) at ThousandEyes (part of Cisco), you will own the strategic relationship, platform adoption, and net retention for a portfolio of commercial customers across North America. We are seeking a seasoned, proactive professional who thrives with autonomy, diagnoses account health using telemetry data, and collaborates seamlessly across sales and technical engineering teams to deliver measurable business outcomes. We actively welcome diverse backgrounds across enterprise software, technology consulting, healthcare IT, and financial services.

What you'll do

▪ Portfolio & Renewal Ownership: Serve as the primary strategic partner for assigned accounts, driving platform adoption, customer health, and commercial renewal closure.

▪ Proactive Risk Mitigation: Analyze usage telemetry to identify adoption blockers early and implement structured remediation safe plans before renewals are impacted.

▪ Executive Value & Industry Alignment: Lead strategic business reviews with customer partners, translating technical capabilities into measurable business value and connecting use cases to broader industry trends and digital initiatives.

▪ Expansion Co-Selling: Partner with Account Executives and Technical Engineers (CAEs/TAMs) to uncover, qualify, and support growth opportunities across your portfolio.

▪ Onboarding & Enablement: Guide customer teams through structured onboarding to achieve rapid time-to-value and establish operational procedures.

▪ Operational Rigor: Maintain accurate renewal forecasting, account health documentation, and achievement tracking in CRM systems (Salesforce).

Minimun Qualifications

▪ Customer-Facing Experience: 4+ years of professional customer-facing experience in Customer Success, Account Management, or Technical Consulting within enterprise technology, SaaS, or IT services.

▪ Portfolio Ownership & Retention: Demonstrated ownership of a commercial Book of Business with direct accountability for customer retention, renewal execution, and churn reduction.

▪ Proactive Execution & Autonomy: Proven ability to operate independently, prioritize competing deadlines, and lead cross-functional alignment across technical and commercial partners.

▪ Bilingual Fluency: Fluent bilingual proficiency in English and Spanish (written and verbal), with experience supporting North American commercial clients.

▪ Education: Bachelor’s degree or equivalent practical experience.

Preferred Qualifications

▪ Industry Domain Background: Experience in one or more of the following sectors: Enterprise SaaS/Cloud, FinTech/Financial Services, Healthcare IT/Medical Systems, Network Infrastructure/Observability, or Technology Consulting.

▪ Data & Telemetry Acumen: Comfort analyzing product usage metrics, consumption trends, and telemetry to inform account strategy and proactively flag risk.

▪ Commercial & Co-Selling Motions: Experience navigating multi-stakeholder renewal discussions, objection handling, and cross-functional co-selling with Sales teams.

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.