Customer Experience Customer Success Specialist

Role overview

This position focuses on driving software adoption and helping customers realize business value that supports renewals and growth. It uses AI-based insights and a strong understanding of customer environments and deployments to shape adoption plans that fit each account. The role builds and coordinates technical adoption planning (TAP), aligns stakeholders around customer goals, and helps customers get the most from Cisco technologies. It also supports onboarding, adoption progress reviews, renewal outcomes, and broader customer success motions.

The role works across customer success, sales, partners, and product teams to improve adoption, solve product challenges, and surface use cases that create measurable value. It also serves as a bridge between customers and Cisco product teams by sharing field feedback that can influence product direction and service improvements.

What you'll do

• Lead strategic adoption programs for large, complex customer segments, using AI and analytics to guide planning and execution.
• Run tailored technical enablement efforts such as executive briefings, architecture-focused workshops, and cross-functional onboarding sessions.
• Advise senior customer stakeholders on how Cisco solutions can support long-term business outcomes.
• Own TAP execution and coordinate it across multiple teams so it stays aligned with account and lifecycle plans.
• Show strong working knowledge of several products within a secondary architecture.
• Conduct adoption business reviews covering usage, blockers, and market movement, while updating TAPs with AI-driven trend analysis and forecasting.
• Work with Sales and Customer Experience leadership to shape adoption journeys for high-value accounts tied to renewal and expansion goals.
• Manage adoption across many stakeholders while keeping the customer experience consistent and high quality.
• Present complex information clearly in meetings and workshops for different audience levels.
• Support events such as roadshows and technical sessions, including solution demos and action-item follow-through.
• Create and deliver large-scale 1-to-many technical series and track their reach and impact.
• Guide technical strategy across customer success programs, balancing product capabilities, architecture decisions, and business outcomes.
• Use advanced telemetry and AI models to design and run complex labs that reduce deployment risk and document proven patterns.
• Act as a field-to-product evangelist by turning customer signals into improvement opportunities and driving follow-up with Cisco teams.
• Set direction for customer success programs across teams or regions and use AI-driven productivity insights to improve outcomes.
• Lead global cross-functional efforts that spread best practices and improve customer results.
• Coach senior individual contributors, team leads, and managers on difficult customer scenarios and organizational strategy.
• Represent the Customer Success Services community in planning and decision-making forums.

Requirements

• Bachelor's degree plus 8 years of relevant experience, or a master's degree plus 6 years, or a PhD plus 3 years, or equivalent practical experience.
• Expert-level certification such as CCIE, or an equivalent qualification, is expected.
• Industry-trend certifications are also expected.
• Strong background in enterprise customer success, technical adoption, and solution enablement.
• Experience working with complex deployments and coordinating across multiple internal and external stakeholders.
• Ability to translate technical details for executives and diverse audiences.
• Capability to use AI/analytics, telemetry, and technical insights to improve adoption outcomes.
• This job description does not apply to employees in Germany.

About Cisco

Cisco builds technology that connects and protects organizations in the AI era and beyond. The company has spent 40 years developing solutions that help people and technology work together across physical and digital environments. Its platform offers security, visibility, and insight across the full digital footprint.

The organization emphasizes innovation, teamwork, and global impact, with opportunities to grow while solving large-scale customer challenges.

Compensation and benefits

The expected starting salary range for this role in the U.S. and/or Canada is $173,200 to $222,200 per year, excluding incentive compensation, equity, and benefits. Final pay depends on location, market conditions, skills, experience, qualifications, education, certifications, and training. Full pay ranges for some locations vary and may be discussed during the hiring process.

For New York City Metro Area locations, the full range is $173,200 to $255,500. For Non-Metro New York State and Washington State, the full range is $151,400 to $235,100.

U.S. employees may receive medical, dental, and vision coverage, a 401(k) with company matching, paid parental leave, short- and long-term disability coverage, and basic life insurance. Eligible employees may also receive Cisco restricted stock units.

Paid time away for U.S. employees includes 10 paid holidays per year, plus 1 floating holiday for non-exempt employees, 1 paid birthday day off, a paid year-end holiday shutdown, and 4 paid wellness days. Non-exempt employees receive 16 vacation days per year, accrued at 4.92 hours per pay period for full-time employees. Exempt employees use Cisco's flexible vacation program with no fixed limit, subject to business needs and availability. Employees receive 80 hours of sick time at hire and each January 1, with up to 80 unused hours carried over to the next year. Additional paid time off may be granted for urgent family matters, and employees may optionally take 10 paid volunteer days per year.

Non-sales roles may also be eligible for annual bonuses under Cisco policy. Employees on sales plans can receive performance-based incentive pay in addition to base salary, with quota and non-quota components governed by the applicable Cisco plan. For quota-based roles, incentive payouts are generally structured around attainment levels and may continue above 100% with no cap. Non-quota performance elements may pay from 0% to 125% of target. Cisco sales plans do not require a minimum performance threshold for incentive payment.

Additional information

The application window is expected to close on 08/04/2026, although the posting may end sooner if the role is filled or if enough applications are received.

For employees in Illinois, a separate time-off program applies to meet local requirements.