# Customer Success Manager

**Company**: Cisco
**Location**: Mexico City
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://cisco.wd5.myworkdayjobs.com/en-US/Cisco_Careers/job/Mexico-City-Mexico/Leader--Customer-Success_2028375-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_004a130e-9fa

## Description

Join the Cisco ThousandEyes Customer Success team in delivering AI-powered Digital Experience Assurance across enterprise cloud and hybrid networks.

You will lead a passionate, collaborative team of Digital First CSMs dedicated to driving adoption, retention, and customer impact.

**Your Impact**

- Lead, coach, and develop a team of 5 Digital First CSMs to deliver consistent onboarding, adoption, and renewal execution across high-volume customer segments.

- Own the team’s renewal target and revenue performance, conducting weekly pipeline inspection and forecasting across Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).

- Design and optimize digital engagement playbooks, automated journeys, and in-app triggers to ensure scalable, high-impact customer touchpoints.

- Partner with Sales, Technical Support, and Product teams to surface early renewal risks and execute targeted retention strategies.

- Analyze telemetry, customer health data, and KPI trends to refine digital targeting and improve overall team operational performance.

**Minimum Qualifications:**

- Bachelor’s degree in Business, Computer Science, Marketing, or related field (or equivalent practical SaaS industry experience).

- 5+ years of professional experience in Customer Success, Renewals, Sales, or Digital Customer Engagement within a SaaS / Cloud environment.

- 2+ years of direct people management experience leading customer-facing or digital account teams.

- Consistent track record of managing and owning renewal quotas, retention targets, and pipeline forecasting (GRR / NRR).

- Experience utilizing Customer Success platforms, CRMs, and forecasting tools (e.g., Salesforce, Gainsight, Catalyst, Clari, or Gong).

**Preferred Qualifications:**

- Familiarity with enterprise networking, cloud architectures, or network performance monitoring technologies.

- Experience building tech-touch automation campaigns, customer lifecycle journeys, and digital playbooks.

- Strong data-driven approach with experience translating product telemetry and engagement metrics into actionable retention programs.

- Demonstrated ability to influence cross-functional partners and lead through change in high-growth environments.

- Excellent verbal and written communication skills with the ability to coach teams through complex commercial and technical discussions.

## Skills

### Required
- Customer Success
- Renewals
- Sales
- Digital Customer Engagement
- SaaS
- Cloud
- People Management
- Pipeline Forecasting
- Customer Success platforms
- CRMs
- Forecasting tools

### Nice to have
- Enterprise Networking
- Cloud Architectures
- Network Performance Monitoring
- Tech-Touch Automation
- Customer Lifecycle Journeys
- Digital Playbooks
- Data-Driven Approach
- Cross-Functional Influence

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Source: [Apply at cisco.wd5.myworkdayjobs.com](https://cisco.wd5.myworkdayjobs.com/en-US/Cisco_Careers/job/Mexico-City-Mexico/Leader--Customer-Success_2028375-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)