Leader, Customer Success

Cisco Systems, Inc; Ciudad de México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Cisco ThousandEyes is seeking a Senior Customer Success leader to drive adoption, retention, and revenue through a high-velocity team. You will mentor five Digital First CSMs, own renewal targets, and partner with Sales, Support, and Product to mitigate renewal risks and maximize customer value.

The role emphasizes data-driven strategies, scalable digital engagement, and close collaboration with cross-functional partners in a fast-growing SaaS environment.

Formación

• Bachelor’s degree required or equivalent practical SaaS industry experience.
• 5+ years in Customer Success, Renewals, Sales, or Digital Engagement in SaaS/cloud.
• 2+ years of direct people management experience leading customer-facing or digital account teams.
• Proven track record of managing renewal quotas, retention targets, and pipeline forecasting (GRR/NRR).
• Experience using CS platforms, CRMs, and forecasting tools (Salesforce, Gainsight, Catalyst, Clari, Gong).

Responsabilidades

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

Conocimientos

Team leadership

Renewal management

Customer engagement

Forecasting

Cross-functional collaboration

Data-driven decision making

Educación

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

Herramientas

Salesforce

Gainsight

Catalyst

Clari

Gong

Descripción del empleo

Meet the Team

Join the Cisco ThousandEyes Customer Success team in delivering AI-powered Digital Experience Assurance across enterprise cloud and hybrid networks. Our Digital First Customer Success organization empowers thousands of global customers to maximize product value through automation, data telemetry, and proactive adoption strategies at scale. We combine the high-growth agility of a modern SaaS leader with the global reach and resources of Cisco. You will lead a passionate, collaborative team of Digital First CSMs dedicated to driving adoption, retention, and customer impact.

Your Impact

• Lead, coach, and develop a team of 5 Digital First CSMs to deliver consistent 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 Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
• Design and optimize digital engagement playbooks, automated journeys, and in-app triggers to ensure scalable, high-impact customer touchpoints.
• Partner with Sales, Technical Support, and Product teams to surface early renewal risks and execute targeted retention strategies.
• Analyze telemetry, customer health data, and KPI trends to refine digital targeting and improve overall team operational performance.

Minimum Qualifications:

• 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).

Preferred Qualifications:

• Familiarity with enterprise networking, cloud architectures, or network performance monitoring technologies.
• Experience building tech-touch automation campaigns, customer lifecycle journeys, and digital playbooks.
• Strong data-driven approach with experience translating product telemetry and engagement metrics into actionable retention programs.
• Demonstrated ability to influence cross-functional partners and lead through change in high-growth environments.
• Excellent verbal and written communication skills with the ability to coach teams through complex commercial and technical discussions.

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.