Customer Experience Customer Success Specialist

Role overview

This position focuses on driving customer adoption of Cisco software and helping customers achieve measurable value that supports renewals and business expansion. The work uses AI-based insights and a detailed understanding of each customer’s environment and deployments to shape adoption plans that fit their needs. It includes creating and coordinating technical adoption planning (TAP), aligning stakeholders through workshops, and ensuring customers fully use Cisco technologies to get the most from their investment.

The role also supports onboarding and long-term adoption by reviewing progress with customers, identifying barriers, and keeping plans updated as goals evolve. It works across Customer Experience Managers, Customer Success Managers, Sales, Accounts, Partners, and other go-to-market teams to improve outcomes, address product concerns, and surface use cases that create business value. In addition, it serves as a bridge between customers and Cisco product teams, translating field feedback into product improvements and service enhancements.

What you will do

• Lead strategic and technically complex adoption plans for large enterprise customers, using AI and analytics to guide planning and execution.
• Run tailored enablement activities such as executive briefings, architecture-focused workshops, and onboarding programs across teams.
• Advise senior customer leaders on how Cisco solutions can support long-term business objectives.
• Coordinate TAP execution across multiple groups and align adoption plans with account strategy and lifecycle motions.
• Apply strong knowledge of several products within a secondary architecture area.
• Review adoption health, blockers, and market trends, then update TAPs using AI-driven trend analysis and forecasting.
• Work with Sales and Customer Experience leadership to build adoption journeys for high-value accounts tied to renewal and expansion.
• Manage adoption efforts across many stakeholders while keeping the customer experience consistent and high quality.
• Present complex information clearly in meetings and workshops for different audience types.
• Support roadshows, technical sessions, and live demonstrations, then follow through on action items.
• Create and deliver 1:many programs and measure their reach and impact.
• Shape technical strategy within customer success programs, explain trade-offs, and align product choices with business outcomes.
• Use telemetry, AI models, and complex labs to reduce deployment risk and document proven patterns.
• Act as a technology evangelist by converting field feedback into product improvement requests and following issues through resolution.
• Set direction for customer success programs across teams or regions and use AI-based productivity insights to improve results.
• Lead cross-functional efforts to scale best practices and improve customer outcomes globally.
• Mentor senior individual contributors, team leads, and managers on complex customer situations and organizational strategy.
• Represent the customer success community in planning and decision-making forums.

Minimum qualifications

Applicants are expected to have one of the following combinations of education and experience: a bachelor’s degree with 8 years of related experience, a master’s degree with 6 years of related experience, a PhD with 3 years of related experience, or equivalent practical experience. An expert-level certification such as CCIE, or an equivalent credential, is also expected. Industry trend certifications are mentioned as relevant.

Additional information

The application window is expected to close on 08/04/2026. The posting may be removed earlier if the position is filled or if enough applications are received.

This description does not apply to employees in Germany.

Compensation and benefits

The starting salary range for U.S. and/or Canada hires is $173,200 to $222,200, excluding incentive compensation, equity, and benefits. Total pay is influenced by location, market conditions, role-related skills, experience, qualifications, education, certifications, and training.

Full salary ranges for specific locations are listed as follows: New York City Metro Area, $173,200 to $255,500; Non-Metro New York State and Washington State, $151,400 to $235,100. For quota-based sales roles on Cisco’s sales plan, the ranges in the posting combine base pay and sales target incentive compensation.

U.S. employees receive benefits subject to plan eligibility, including medical, dental, and vision coverage; a 401(k) plan with company match; paid parental leave; short- and long-term disability coverage; and basic life insurance. Additional perks may include restricted stock units that vest with continued employment.

Paid time away for U.S. employees includes 10 paid holidays per full calendar year plus 1 floating holiday for non-exempt employees, 1 paid birthday day off, a 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. Employees receive 80 hours of sick leave at hire and again each January 1, with up to 80 unused hours carried forward. Additional paid time off may be approved for critical or emergency family matters, and employees may also be eligible for 10 paid volunteer days per year.

Non-sales employees may be eligible for annual bonuses under Cisco policy. Sales plan employees may receive performance-based incentive pay on top of base salary, with quota-based incentive structure and no cap after exceeding 100% attainment. For non-quota sales elements, Cisco may pay from 0% to 125% of target. Cisco sales plans do not require a minimum performance threshold for incentive payment.

Employees in Illinois, whether exempt or non-exempt, follow a unique time-off program to meet local legal requirements.

About Cisco

Cisco has spent four decades building technologies that help organizations connect and protect data and infrastructure in an AI-driven world. The company emphasizes security, visibility, and insight across digital environments, and its teams work collaboratively to deliver large-scale impact.

Eligibility

Experienced professionals with advanced customer success, technical adoption, and enterprise engagement backgrounds are suitable for this role. The position is intended for candidates who can operate at a senior level with complex customers and cross-functional stakeholders. This job description does not apply for employees in Germany.