Customer Success Specialist

The Cisco Customer Experience (CX) Security team partners with enterprise customers to drive successful adoption, optimization, and long-term value from Cisco security solutions.

As a Customer Success Specialist focused on Cisco Secure Firewall, you will help customers achieve their security and business goals by guiding adoption, deployment, and optimization of firewall and hybrid mesh security solutions.

Responsibilities:

• Partner with enterprise customers to align security strategies with business priorities and desired outcomes.
• Drive adoption and value realization of Cisco Secure Firewall capabilities, policy management, and threat defense solutions.
• Identify technical risks, adoption challenges, and opportunities to improve customer environments.
• Lead customer workshops, onboarding sessions, technical enablement programs, and executive briefings.
• Develop and lead Technical Adoption Plans (TAPs) using telemetry, analytics, and AI-driven insights.
• Conduct business reviews to share adoption progress, usage trends, and strategic recommendations.
• Support deployment readiness through testing, validation labs, and documentation of standard processes.
• Collaborate with cross-functional teams including Sales, Renewals, Engineering, and Product Management to improve customer experiences.
• Share customer feedback and field insights to support product and service improvements.
• Mentor team members and contribute to scalable customer success initiatives and operational excellence.

Minimum Qualifications:

• Bachelor’s degree with 8+ years of related experience, Master’s degree with 6+ years, PhD with 3+ years, or equivalent professional experience.
• Experience in customer-facing technical roles such as Customer Success, Consulting, Systems Engineering, or Technical Support within enterprise security environments.
• Hands-on experience designing, deploying, or supporting Cisco Secure Firewall or similar enterprise firewall technologies.
• Strong knowledge of security architectures, firewall management, VPNs, IPS/IDS, and threat prevention technologies.
• Industry-recognized certification such as CCIE Security or equivalent technical certification.

Preferred Qualifications:

• Certifications such as CCNP Security, CISSP, or equivalent security credentials.
• Experience supporting large enterprise security environments and adoption programs.
• Knowledge of cloud security technologies and hybrid network architectures.
• Good communication, collaboration, and partner engagement skills.
• Ability to influence technical and business decisions across cross-functional teams.

Benefits:

• Medical, dental, and vision insurance
• 401(k) plan with a Cisco matching contribution
• Paid parental leave
• Short and long-term disability coverage
• Basic life insurance
• Paid time away (10 paid holidays, 1 floating holiday, 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness)
• Optional 10 paid days per full calendar year to volunteer
• Annual bonuses for non-sales roles
• Performance-based incentive pay for sales roles