Director, Digital-First Customer Success

Cisco Systems; Ciudad de México; Presencial; MXN 1.200.000 - 2.000.000; Jornada completa

Descripción de la vacante

Cisco Systems ThousandEyes Customer Success in Mexico City leads AI-powered Digital Experience Assurance across enterprise cloud and hybrid networks. You will guide a team of Digital First CSMs to drive onboarding, adoption, and renewal, delivering measurable customer impact.

This role partners with Sales, Support, and Product to surface renewal risks, design scalable playbooks, and translate telemetry into retention programs, with a strong emphasis on data-driven outcomes.

Formación

• Bachelor’s degree in Business, Computer Science, Marketing, or related field (or equivalent practical SaaS industry experience).
• 5+ years of professional experience in Customer Success, Renewals, Sales, or Digital Customer Engagement within a SaaS / Cloud environment.
• 2+ years of direct people management experience leading customer-facing or digital account teams.
• Consistent track record of managing and owning renewal quotas, retention targets, and pipeline forecasting (GRR / NRR).
• Experience utilizing Customer Success platforms, CRMs, and forecasting tools (e.g., Salesforce, Gainsight, Catalyst, Clari, or Gong).

Responsabilidades

• Lead, coach, and develop a team of 5 Digital First CSMs to deliver onboarding, adoption, and renewal execution across high-volume customer segments.
• Own the team’s renewal target and revenue performance, conducting weekly pipeline inspection and forecasting across GRR and NRR.
• Design and optimize digital engagement playbooks, automated journeys, and in-app triggers for scalable customer touchpoints.
• Partner with Sales, Technical Support, and Product teams to surface renewal risks and execute retention strategies.
• Analyze telemetry, customer health data, and KPI trends to refine digital targeting and improve team performance.

Conocimientos

Customer success

Renewals

Pipeline forecasting

People management

CRM platforms

Educación

Bachelor’s degree in Business, Computer Science, Marketing, or related field

Herramientas

Salesforce

Gainsight

Catalyst

Clari

Gong

Descripción del empleo

Cisco Systems ThousandEyes Customer Success in Mexico City leads AI-powered Digital Experience Assurance across enterprise cloud and hybrid networks. You will guide a team of Digital First CSMs to drive onboarding, adoption, and renewal, delivering measurable customer impact.

This role partners with Sales, Support, and Product to surface renewal risks, design scalable playbooks, and translate telemetry into retention programs, with a strong emphasis on data-driven outcomes.