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.