Customer Success Manager

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.

Responsibilities

• 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).

Minimum 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.