Leader, Customer Success

As a revenue-focused leader, you will guide a highly collaborative team of Customer Success Managers across our Commercial and Enterprise segments. Together, we will take a customer-first approach to leading post-sales efforts focused on platform adoption, customer health, and software subscription renewals. We will work closely across teams to manage key recurring revenue metrics, combining technical understanding with sharp commercial decision-making to expand the ThousandEyes digital experience monitoring footprint. Team Leadership & Development: Lead and develop a team of Customer Success Managers and segment leaders, acting as a mentor and coach to help them build expertise in ThousandEyes solutions and network path visualization technology. Drive Customer Outcomes: Enable the Customer Success organization to achieve quarterly and annual targets for renewals, retention, and strategic expansion. Health & Risk Management: Coordinate customer utilization and engagement patterns, using data-driven health metrics and playbooks to identify risks early and support detailed contract renewals. Executive Advisory: Build long-term, positive relationships with key business executives and technical stakeholders across strategic accounts, delivering regular business value updates to executive leadership. Cross-Functional Teamwork: Partner closely with Product Management, Technical Account Managers, and Field Sales teams to translate customer insights into product feedback and expansion opportunities.

• Confirmed experience in Customer Success, Account Management, Renewals, or a related post-sales role within a SaaS, cloud, networking, or enterprise software environment.
• Confirmed experience leading or building Customer Success Manager, account, segment leaders, or related post-sales professionals teams.
• Experience owning renewal, retention, expansion, or Net Revenue Retention metrics for a customer portfolio or business segment.
• Experience working with enterprise SaaS operating models, including customer adoption, health scoring, renewals, and risk management processes.
• Experience working with modern IT infrastructure, SaaS environments, cloud networks, observability, monitoring, or related technical solutions.
PREFERRED QUALIFICATIO NS
• Experience managing Customer Success Managers or segment leaders in a Commercial or Enterprise customer segment.
• Knowledge of ThousandEyes solutions, digital experience monitoring, or network path visualization technology.
• Experience building executive-level customer relationships and delivering business value reviews or strategic account updates.
• Experience collaborating cross-functionally with Product Management, Technical Account Management, Sales, Renewals, or Engineering teams.
• Strong long-term goal setting and data-driven risk leadership skills within sophisticated enterprise environments
  
  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. Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.