# Customer Success Manager

**Company**: ThousandEyes (part of 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/Customer-Success-Manager_2028597-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/customer-success-manager-69766e51-4d0/

## Description

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.

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## Skills

### Required
- Customer Success
- Account Management
- Technical Consulting
- English
- Spanish
- Salesforce

### Nice to have
- Enterprise SaaS/Cloud
- FinTech/Financial Services
- Healthcare IT/Medical Systems
- Network Infrastructure/Observability
- Technology Consulting
- Data Analysis
- Telemetry

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Source: [Apply at cisco.wd5.myworkdayjobs.com](https://cisco.wd5.myworkdayjobs.com/en-US/Cisco_Careers/job/Mexico-City-Mexico/Customer-Success-Manager_2028597-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)