Customer Experience Customer Success Specialist - Security
This role ensures the adoption of software and value realization that lead to successful renewals and business growth by leveraging AI-driven insights and a thorough understanding of customer environments and deployments to tailor adoption strategies. It proactively develops and orchestrates technical adoption planning (TAP) execution, creating and driving TAPs that align with customer goals to maximize technology investments and promote the full utilization of Cisco technologies, with designated CSSs typically owning TAP creation and pooled CSSs contributing architecture-specific expertise. The position facilitates alignment workshops to review adoption progress and drive expected customer outcomes and benefits, resulting in successful onboarding, adoption, and renewals. It drives scale impact by creating and delivering advanced 1:many technical enablement Expert Insight Series, stays current with the latest Cisco technologies including AI advancements, the competitive landscape, and industry trends to provide expert guidance, and participates in stakeholder workshops to articulate the state of the adoption business, including common barriers and market trends. The role is also involved in 1:1 customer engagements and community events, supporting Customer Experience Managers (CXMs) and Customer Success Managers (CSMs) in TAP and execution, while influencing executive and customer technical decision-making and fostering trusted advisory relationships. Additionally, the position collaborates with Customer Success Teams, Accounts, Sales, Partners, and others in GTM, leveraging AI and strategic insights to enhance customer adoption, address product concerns, and identify use cases that drive value and business outcomes. It acts as a technology evangelist between customers and Cisco's product teams, providing feedback to inform product development and enhancements, and leads collaboration with Product teams to address systemic product challenges identified by customers, driving usability and serviceability enhancements.
What You'll Do:
•Manages adoption for a significant-size portfolio of customers, often involving complex or multi-product and multi-technology deployments, across an architecture; may leverage knowledge of adjacent architectures and draws on AI-tools to predict adoption challenges and optimize strategy
•Designs and delivers broad, sophisticated enablement initiatives across large audiences and multiple architectures, tailoring sessions to customer maturity, business priorities, and technology stack
•Builds internal champions within customer organizations, and interacts with diverse stakeholders, enhancing relationships to drive mutual growth
•Owns TAP creation and execution, coordinating across internal teams and partners to ensure adoption activities are timely, relevant, and measurable
•Manages customer expectations by setting AI-informed goals for sessions and collaborating with global teams to deliver consistent support
•Sets up and uses intermediate demo environments to conduct consultations, analyzing customer business challenges to recommend solutions
•Uses telemetry and usage data to identify gaps in adoption, and proactively engages customers to address them
•Provides input on product enhancements by collecting and sharing feedback with relevant teams, while promoting data tools for ongoing value
•Introduces 1:many enablement (recurring Expert Insight-style sessions) for common needs
•Aligns adoption plans with product capabilities and customer outcomes, translating business needs into technical steps (e.g., enable specific alerts, dashboards, and workflows to reduce incident alert)
•Builds and runs moderately complex labs mirroring customer topology; validates integrations and edge cases before rollout
•Creates reusable scripts/checklists to speed up common tasks (e.g., baseline configuration, health checks)
•Consolidates field-driven insights to influence product enhancements and improve usability and serviceability
•Drives innovation by suggesting changes based on technical insights, partnering with service teams to enhance adoption methods
•Aligns cross-functional teams (e.g., IT, security, operations) on customer success goals for key accounts
•Facilitates and leads workshops or working groups to drive adoption and solve customer challenges
•Drives strategic initiatives within the CX organization, such as process improvements or new program launches by incorporating AI to optimize outcomes
•Mentors senior CSSs and leads knowledge-sharing sessions or community forums
Minimum Qualifications
Bachelors + 7 years of related experience, or
Masters + 4 years of related experience, or
PhD + 1 year of related experience, or equivalent relevant work experience
Professional level (e.g., CCNP) or equivalent relevant certification expected
What You'll Do:
•Manages adoption for a significant-size portfolio of customers, often involving complex or multi-product and multi-technology deployments, across an architecture; may leverage knowledge of adjacent architectures and draws on AI-tools to predict adoption challenges and optimize strategy
•Designs and delivers broad, sophisticated enablement initiatives across large audiences and multiple architectures, tailoring sessions to customer maturity, business priorities, and technology stack
•Builds internal champions within customer organizations, and interacts with diverse stakeholders, enhancing relationships to drive mutual growth
•Owns TAP creation and execution, coordinating across internal teams and partners to ensure adoption activities are timely, relevant, and measurable
•Manages customer expectations by setting AI-informed goals for sessions and collaborating with global teams to deliver consistent support
•Sets up and uses intermediate demo environments to conduct consultations, analyzing customer business challenges to recommend solutions
•Uses telemetry and usage data to identify gaps in adoption, and proactively engages customers to address them
•Provides input on product enhancements by collecting and sharing feedback with relevant teams, while promoting data tools for ongoing value
•Introduces 1:many enablement (recurring Expert Insight-style sessions) for common needs
•Aligns adoption plans with product capabilities and customer outcomes, translating business needs into technical steps (e.g., enable specific alerts, dashboards, and workflows to reduce incident alert)
•Builds and runs moderately complex labs mirroring customer topology; validates integrations and edge cases before rollout
•Creates reusable scripts/checklists to speed up common tasks (e.g., baseline configuration, health checks)
•Consolidates field-driven insights to influence product enhancements and improve usability and serviceability
•Drives innovation by suggesting changes based on technical insights, partnering with service teams to enhance adoption methods
•Aligns cross-functional teams (e.g., IT, security, operations) on customer success goals for key accounts
•Facilitates and leads workshops or working groups to drive adoption and solve customer challenges
•Drives strategic initiatives within the CX organization, such as process improvements or new program launches by incorporating AI to optimize outcomes
•Mentors senior CSSs and leads knowledge-sharing sessions or community forums
Minimum Qualifications
Bachelors + 7 years of related experience, or
Masters + 4 years of related experience, or
PhD + 1 year of related experience, or equivalent relevant work experience
Professional level (e.g., CCNP) or equivalent relevant certification expected
Why Cisco?
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.