ThousandEyes - Digital Customer Success Manager

Job Description

Cisco is seeking a Digital Customer Success Manager to oversee the entire customer lifecycle by leveraging technology, automation, and data. The Digital CSM will proactively engage with customers digitally, ensuring they receive value and meet their goals. This role is key to scaling customer success efforts and optimizing engagement while maintaining the human touch.What This Role Involves:

• Developing and executing a proactive digital communication strategy.
• Utilizing automation platforms and email outreach to engage customers.
• Leveraging key performance indicators to assess the effectiveness of touchpoints.
• Continuously improving the digital customer journey.
• Collaborating with other teams such as product and marketing.
• Acting as a digital voice for the customer.
• Tracking and reporting on the success of digital engagement strategies.

Requirements:

• 2+ years of experience in a Sales, Customer Success, Digital Marketing role in a SaaS environment.
• Bachelor's degree preferred or equivalent experience in SaaS and Cloud technologies.
• Strong knowledge of tech touch models and experience implementing automated customer engagement strategies.
• Strong written communication skills to engage both technical and non-technical audiences.
• Experience working with digital engagement tools (e.g., Groove, Catalyst, and others).
• Analytical mindset with the ability to track, measure, and improve upon key metrics.
• Proven ability to collaborate across teams to drive cross-functional success.
• Project management experience with the ability to manage multiple tasks and priorities effectively.
• Passion for leveraging data and technology to improve the customer experience.
• Experience with Customer Success tools (e.g., Salesforce, Clari) and digital communication platforms.
• Familiarity with network performance monitoring or SaaS-based infrastructure tools.
• Proficiency in analyzing customer data and identifying trends that drive successful digital campaigns.

What This Role Offers:

• Opportunity to develop and execute digital engagement strategies.
• Chance to work with automation platforms and digital engagement tools.
• Ability to leverage data to improve the customer experience.
• Collaborative environment with cross-functional teams.