Customer Success Manager

Summary

Join Cisco ThousandEyes as a Federal/SLED Customer Success Manager and oversee a growing portfolio of U.S. Federal Agency accounts. Drive customer success through strategic engagements and scalable programs across the customer lifecycle. Guide customers through the FEDRAMP-compliant onboarding process, align them to strategic use cases, and support the growth and operational maturity of their ThousandEyes deployment. Lead strategic renewal and expansion efforts. Develop and execute comprehensive account strategies to promote long-term success, adoption, and retention. Serve as a trusted advisor to your customers and proactively identify and resolve customer issues.

Requirements

• At least 3 years of experience in Customer Success, Account Management, or Renewals in a SaaS environment
• Strong understanding of the SaaS customer lifecycle, including risk identification and mitigation
• Proven success managing customer portfolios through both high-touch and scale strategies
• Excellent communication, listening, negotiation, and presentation skills
• Fluent in spoken and written English, with the confidence and presence to engage executive stakeholders
• Must be available and ready to work during core U.S. business hours
• Organized, proactive, and highly accountable with strong project management and multitasking skills
• Collaborative and cross-functional, with the ability to influence across internal teams
• Proficient in CRM tools like Salesforce and data-driven in your approach
• Technically curious and able to understand and explain software and cloud technologies
• Data-driven with the ability to interpret and act on customer insights and performance metrics

Responsibilities

• Serve as a trusted advisor to your customers
• Driving onboarding and accelerating platform adoption
• Leading proactive engagements such as QBRs, check-ins, and health reviews
• Managing one-to-one and one-to-many engagements to scale success
• Collaborating cross-functionally and advocating customer needs internally
• Setting clear, actionable expectations with customers externally
• Develop and execute comprehensive account strategies to promote long-term success, adoption, and retention
• Own and manage a portfolio of customers that require both high-touch and scale engagement methods
• Conduct strategic touchpoints including monthly check-ins, QBRs, platform health checks, and de-risking motions
• Proactively identify customer risks before they surface; mobilize and project manage internal teams to address issues swiftly and effectively
• Drive adoption of key platform features that enhance customer outcomes and improve retention
• Ensure customers achieve success with ThousandEyes use cases, validated through business metrics and data insights
• Deeply understand each customer’s business, market conditions, technology stack, and key stakeholders to identify expansion opportunities and potential for vendor consolidation
• Forecast and track customer sentiment, product utilization, and key health indicators
• Partner with Pre-Sales and Adoption Engineering teams to drive collaboration, expansion, and successful renewals
• Serve as the voice of the customer, collecting product feedback and prioritizing requirements based on risk, urgency, and revenue impact
• Set appropriate expectations with customers while coordinating internal resources to deliver high-impact items
• Help manage escalations and ensure timely resolution of critical customer issues

Preferred Qualifications

Bachelor’s degree preferred or equivalent experience in SaaS and cloud-based solutions

Benefits

• Quality medical, dental and vision insurance
• A 401(k) plan with a Cisco matching contribution
• Short and long-term disability coverage
• Basic life insurance
• Numerous wellbeing offerings
• Up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday
• Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period
• Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations
• All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter
• Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours
• Employees in Illinois have a unique time off program designed specifically with local requirements in mind
• All employees also have access to paid time away to deal with critical or emergency issues
• We offer additional paid time to volunteer and give back to the community
• Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components