Senior Customer Success Leader: Digital Renewals

Cisco Systems, Inc; Ciudad de México; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

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.

Qualifications

• 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).

Responsibilities

• 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.

Skills

Team leadership

Renewal management

Customer engagement

Forecasting

Cross-functional collaboration

Data-driven decision making

Education

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

Tools

Salesforce

Gainsight

Catalyst

Clari

Gong

Job description

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.