Customer Success Manager

Cisco; Ciudad de México; On-site; MXN 600,000 - 900,000; Full time

Job summary

Cisco Systems, Inc. in Mexico City seeks a Customer Success Manager to lead renewals and drive growth for ThousandEyes customers. You will build long-term relationships with executives and work closely with Sales and Customer Success teams to maximize platform adoption and renewals.

The role requires strong communication, strategic thinking, and a customer-first mindset, with the ability to coordinate across multiple internal teams and manage complex renewals and expansions.

Qualifications

• 5+ years of professional experience in software sales.
• Experience generating sales pipeline through outbound prospecting and lead generation.
• Experience achieving or exceeding sales quotas.
• Experience working in a matrixed organization with multiple internal teams and stakeholders to develop and close sales opportunities.
• Bachelor’s degree or equivalent practical experience.

Responsibilities

• Operate as the main point of contact with ThousandEyes customers.
• Launch and onboard new customers, and set them up for success with the platform.
• Prepare monthly, quarterly communications and develop campaigns to nurture relationships and growth.
• Become a trusted adviser for the partners and operational teams via the ThousandEyes platform.
• Understand the platform and how your customers use the tools; be able to make suggestions and identify areas for upsell and growth.
• Ensure the timely renewal communication and closure.
• Conduct business reviews with customers, tracking outcomes and follow-up items.
• Forecast and track key account metrics.
• Identify and qualify growth opportunities, collaborate with sales teams to drive closure.
• Drive customer renewal.
• Assist with high severity requests or issue escalations as needed.

Skills

Customer relationship management

Sales pipeline development

Cross-functional collaboration

Negotiation

Communication

Problem solving

Education

Bachelor’s degree or equivalent practical experience

Job description

Your Impact

As a Customer Success Manager (CSM) you will showcase your “Customer First” attitude, your passion for service and enjoyment of learning new technologies by leading our customer Renewals. You will be responsible for driving early renewals, developing long-term relationships with your assigned ThousandEyes customers, connecting with key business executives and technical partners. You will become a specialist on the ThousandEyes platform and make suggestions for customer adoption and growth while working closely with Sales and Customer Success teams.

• Operate as the main point of contact with ThousandEyes customers


• Launch and on-board new customers, and set them up for success with the platform


• Prepare monthly, quarterly etc. communications and develop campaigns to nurture relationships and growth


• Become a trusted adviser for the partners and operational teams via the ThousandEyes platform


• Understand the platform and how your customers and using the tools; be able to make suggestions and identify areas for upsell and growth


• Ensure the timely renewal communication and closure


• Conduct business reviews with customers, tracking outcomes and follow-up items


• Forecast and track key account metrics


• Identify and qualify growth opportunities, collaborate with sales teams to drive closure


• Drive customer renewal


• Assist with high severity requests or issue escalations as needed

Minimum Qualifications

• 5+ years of professional experience in software sales, including experience managing and closing sales opportunities.


• Experience generating sales pipeline through outbound prospecting and lead generation.


• Experience achieving or exceeding sales quotas.


• Experience working in a matrixed organization and collaborating with multiple internal teams and stakeholders to develop and close sales opportunities.


• Bachelor’s degree or equivalent practical experience.

Preferred Qualifications

• A standout ‘customer first’ attitude


• Outstanding communication and problem-solving skills. Excellent verbal and written communication skills


• Excellent listening, negotiation and presentation skills. Ability to work with various business units


• Highly organized with outstanding follow-up skills


• Technically adept, understanding of software and how businesses use software.

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.