Customer Experience Customer Success Technical Leader

The Cisco Customer Experience (CX) organization is one of Cisco's fastest-growing teams, with a clear purpose: helping customers get real, lasting value from their Cisco investments. We work at the crossroads of technical knowledge and business understanding, partnering with customers to improve how they operate and achieve outcomes that matter to them. The Customer Success Specialist (CSS) team is a collaborative group of technical advisors who bring deep product knowledge and a genuine curiosity about customer success. We work side-by-side with customers to guide them, not from the sidelines. We are part of a global community that shares adoption approaches and learning across three areas of focus: Networking, Security, and Cloud & AI Infrastructure. If you enjoy working through sophisticated technical challenges, contributing to how Cisco's products improve over time, and collaborating with curious, knowledgeable colleagues, this team is a great fit.

This is a critical customer-facing role with strategic executive presence and deep technical capability. It lives at the intersection of pre-sales, renewals, product management, engineering, and technical issues.

In this role, you will:

• Define and lead strategic, complex adoption frameworks within and across architectures, championing the integration of AI methodologies to drive scalable customer adoption.

• Deliver and continuously evolve advanced enablement programs for global, high-complexity customers, ensuring alignment across functions and solving enterprise-wide challenges.

• Serve as a strategic advisor to senior customer leaders, influencing long-term technology strategies, investment decisions, and Cisco's broader customer success approach.

• Orchestrate cross-functional execution of technical adoption plans, aligning Cisco resources, partner capabilities, and customer priorities to achieve measurable business outcomes.

• Apply deep understanding of business landscapes, strategies, and competitors to implement AI-driven solutions for high-stakes accounts.

• Facilitate executive-level engagements, aligning telemetry and KPIs to business results and instituting regular reviews that tie technology usage to customer outcomes.

• Advise internal teams on best practices and frameworks for high-impact, repeatable engagements, packaging reusable blueprints and championing the adoption of emerging technologies.

• Oversee highly complex lab environments for strategic demonstrations, mentoring others in advanced configurations and troubleshooting.

• Lead and unify global customer success initiatives, standardizing processes across regions and promoting customer-focused improvements at regional and industry events.

• Mentor senior and emerging talent, coaching on transformation and large-scale change management, and representing Cisco as an inspiring leader at major forums.

• Typically requires a Bachelor's degree in a relevant field with 12+ years of related experience, a Master's degree with 8+ years of related experience, or equivalent related work experience.

• Expert-level (e.g., CCIE) or equivalent relevant certification expected.

• Deep technical expertise in VPN technologies, including Remote Access VPN (RAVPN).

• Deep technical expertise in Secure Cloud environments.

• Deep technical expertise in Identity and Access Management (IDP, SSO, MFA, etc.).

• Deep technical expertise in current and emerging security frameworks (Zero Trust Network Access, CASB, DLP, Remote Browser Isolation).

• Deep technical expertise in DNS and DNS Security.

• Extensive experience leading global, complex customer adoption and enablement programs, including executive-level engagements.

• Proven expertise in developing and executing AI-driven adoption strategies and frameworks for enterprise customers.

• Strong track record of influencing senior customer leaders and driving business outcomes through customer success initiatives.

• Demonstrated ability to unify and standardize customer success practices across regions and architectures.

• Recognized thought leadership through mentorship, industry event participation, and contributions to best practices and innovation in customer success.

• Industry "gold standard" cybersecurity credentials (CISSP, CISM, CISA, CRISC, etc.).

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.