Customer Success Manager

Job Description

Cisco ThousandEyes is seeking a Customer Success Manager to join their Scale team. The Customer Success Manager will manage a segment of accounts with high growth potential, utilizing strategic engagements and scalable programs to drive success throughout the customer lifecycle. This role requires a strong understanding of SaaS, cross-functional collaboration, and the ability to lead both one-to-one and one-to-many customer engagements.

• Develop and execute comprehensive account strategies.
• Own and manage a portfolio of customers.
• Conduct strategic touchpoints such as monthly check-ins and QBRs.
• Proactively identify customer risks and mobilize internal teams.
• Drive adoption of key platform features.
• Ensure customers achieve success with ThousandEyes use cases.
• Understand customer business, market conditions, and technology stack.
• Forecast and track customer sentiment and product utilization.
• Partner with Pre-Sales and Adoption Engineering teams.
• Serve as the voice of the customer.
• Help manage escalations.

• At least 3 years of experience in Customer Success, Account Management, or Renewals in a SaaS environment.
• Strong understanding of the SaaS customer lifecycle.
• Proven success managing customer portfolios.
• Excellent communication, listening, negotiation, and presentation skills.
• Fluent in spoken and written English.
• Must be available and ready to work during core U.S. business hours.
• Organized, proactive, and highly accountable.
• Collaborative and cross-functional.
• Proficient in CRM tools like Salesforce.
• Technically curious and able to understand software and cloud technologies.
• Data-driven with the ability to interpret customer insights.
• Bachelor’s degree preferred.

• Competitive salary and benefits.
• Opportunity to work with a leading digital experience assurance platform.
• Collaborative and supportive work environment.
• Chance to make a significant impact on customer success.