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Customer Success Manager

Cisco ThousandEyesCiudad de México, Ciudad de México, Mexico

Hace más de 30 días

Descripción del trabajo

Join to apply for the Customer Success Manager role at Cisco ThousandEyes

About Cisco ThousandEyes

Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network – even the ones they don’t own. Powered by AI and extensive telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and remediate issues before they impact end-user experiences.

Role Overview

As a Customer Success Manager (CSM) on the Scale team, you will manage a segment of accounts with high growth potential, using strategic engagements and scalable programs to drive success throughout the customer lifecycle. You will serve as a trusted advisor, facilitating onboarding, platform adoption, and proactive customer engagement activities such as QBRs, check-ins, and health reviews. You will also advocate for customer needs internally and set clear expectations externally.

Key Responsibilities

Develop and implement account strategies to promote success, adoption, and retention.
Manage a portfolio of customers requiring both high-touch and scalable engagement methods.
Conduct strategic touchpoints including check-ins, QBRs, and health checks.
Identify and mitigate customer risks proactively, coordinating internal teams as needed.
Drive platform feature adoption to enhance outcomes and retention.
Ensure customer success with ThousandEyes use cases, measured by business metrics and data insights.
Understand customer business, market, technology stack, and stakeholders to identify expansion opportunities.
Forecast and monitor customer sentiment, utilization, and health indicators.
Collaborate with Pre-Sales and Adoption Engineering teams for expansion and renewal efforts.
Gather product feedback and prioritize requirements based on risk, urgency, and revenue impact.
Set expectations and coordinate internal resources to deliver value.
Manage escalations and resolve critical customer issues promptly.

Qualifications

Minimum 3 years of experience in Customer Success, Account Management, or Renewals in SaaS.

Deep understanding of the SaaS customer lifecycle, including risk management.

Proven success managing diverse customer portfolios.

Excellent communication, negotiation, and presentation skills.

Fluent in English, capable of engaging with executive stakeholders.

Availability to work during U.S. core business hours.

Strong organizational, proactive, and project management skills.

Collaborative mindset with the ability to influence cross-functional teams.

Proficient in CRM tools like Salesforce and data analysis.

Technical curiosity regarding software and cloud technologies.

Data-driven approach to interpreting and acting on customer insights.

Bachelor’s degree or equivalent experience in SaaS / cloud solutions preferred.

Additional Information

Cisco values diversity and encourages applications from candidates of all backgrounds. We emphasize potential and inclusive hiring practices. If you are interested, even if you don't meet every qualification, we encourage you to apply.

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Succes Manager • Ciudad de México, Ciudad de México, Mexico