Customer Success Specialist (CSS)

Join the Global Enterprise Segment (GES) Customer Success team at Cisco, where you will partner with complex organizations to modernize identity and Zero Trust architecture.

As a Customer Success Specialist (CSS), you will be a strategic advisor for enterprise security executives, identity architects, and IT operations teams.

Key responsibilities:

• 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 a 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.

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 (vacation, holidays, sick time)
• Optional 10 paid days per full calendar year to volunteer

Salary range: $153,300.00 to $207,300.00