Description
At Cisco ThousandEyes, our Customer Success teams build long-term post-sales relationships that drive adoption and increase the utilization of our products.
As a revenue-focused leader, you will guide a highly collaborative team of Customer Success Managers across our Commercial and Enterprise segments.
Together, we will take a customer-first approach to leading post-sales efforts focused on platform adoption, customer health, and software subscription renewals.
Responsibilities:
- Lead and develop a team of Customer Success Managers and segment leaders
- Drive customer outcomes and achieve quarterly and annual targets for renewals, retention, and strategic expansion
- Coordinate customer utilization and engagement patterns
- Build long-term, positive relationships with key business executives and technical stakeholders
- Partner closely with Product Management, Technical Account Managers, and Field Sales teams
Minimum Qualifications:
- Confirmed experience in Customer Success, Account Management, Renewals, or a related post-sales role within a SaaS, cloud, networking, or enterprise software environment
- Confirmed experience leading or building Customer Success Manager, account, segment leaders, or related post-sales professionals teams
- Experience owning renewal, retention, expansion, or Net Revenue Retention metrics for a customer portfolio or business segment
- Experience working with enterprise SaaS operating models
- Experience working with modern IT infrastructure, SaaS environments, cloud networks, observability, monitoring, or related technical solutions
Preferred Qualifications:
- Experience managing Customer Success Managers or segment leaders in a Commercial or Enterprise customer segment
- Knowledge of ThousandEyes solutions, digital experience monitoring, or network path visualization technology
- Experience building executive-level customer relationships and delivering business value reviews or strategic account updates
- Experience collaborating cross-functionally with Product Management, Technical Account Management, Sales, Renewals, or Engineering teams
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