Thousandeyes - Digital Scale Specialist

Cisco Thousandeyes; Xico; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading technology company is seeking a Digital Customer Success Manager located in Veracruz, Mexico. This role involves developing strategies for customer engagement, leveraging data to optimize the customer experience, and ensuring alignment with broader business goals. Candidates should have 3-5 years of experience in customer success or digital marketing, a strong analytical mindset, and knowledge of automation tools. This position promotes a collaborative environment and is pivotal to enhancing customer satisfaction.

Formación

• 3-5 years of experience in a Customer Success, Digital Marketing, or Data-Driven role in a SaaS environment.
• Strong knowledge of tech touch models and experience with automated customer engagement strategies.
• Analytical mindset to track, measure, and improve upon key metrics.

Responsabilidades

• Develop and execute a proactive digital communication strategy for customer segments.
• Leverage performance indicators to assess touchpoint effectiveness.
• Continuously improve the digital customer journey with automated solutions.

Conocimientos

Customer Success

Digital Marketing

Data Analysis

Project Management

Written Communication

Educación

Bachelor's degree or equivalent experience

Herramientas

Salesforce

Clari

Groove

Catalyst

Descripción del empleo

Who We Are

The name ThousandEyes was born from two big ideas : the power to see things not ordinarily possible and the ability to collect insights from a multitude of venue points.

As the world continues its digital transformation and relies more on cloud services and the Internet, the "network," which is now both public and private, has become a black box our customers cannot see or understand.

Our Internet and cloud intelligence platform delivers the only collectively powered real-time view of the Internet and private networks, cloud, and SaaS platforms, helping enterprises and service providers identify problems before they impact revenue, damage brand reputation, or halt employee productivity.

In August, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within the Cisco Networking Business Group and is the Network Assurance solution for Cisco across the Cisco Networking Cloud and Cisco Security Cloud.

ThousandEyes is also a foundational component of Cisco's growing Full-Stack Observability ("FSO") business.

About The Role

The Digital CSM is responsible for overseeing the entire customer lifecycle by leveraging technology, automation, and data to create a seamless experience across onboarding, adoption, and renewal phases.

You will proactively engage with customers digitally, ensuring they receive value and meet their goals without the need for constant one-to-one communication.

This role is key to scaling our customer success efforts and optimizing engagement while maintaining the human touch.

What You'll Do

• Digital Engagement Strategy — Develop and execute a proactive digital communication strategy for customer segments, focusing on volume accounts.

  Ensure each stage of the customer journey is optimized to drive engagement, adoption, and retention.

• Data-Driven Customer Success — Leverage key performance indicators to assess the effectiveness of touchpoints, such as delivery rates, open rates, and click-through rates.

  Analyze customer data to make recommendations to fine‑tune digital touchpoints and increase engagement.

• Monitor and Report on KPIs – Track and report on key performance indicators (KPIs) to senior leadership, providing regular updates on progress, identifying trends, and highlighting areas for improvement to ensure alignment with business goals.
• Customer Journey Optimization – Continuously improve the digital customer journey by analyzing customer interactions, identifying pain points, and implementing automated solutions to streamline processes.
• Collaboration – Work closely with other teams such as product and marketing to ensure alignment of digital initiatives with broader business goals.
• Customer Advocacy – Act as a digital voice for the customer, ensuring that feedback is gathered and shared with internal teams to improve the customer experience.
• Continuous Improvement – Track and report on the success of digital engagement strategies, using data to optimize and evolve processes.

  Develop new approaches for increasing customer satisfaction and loyalty through automated engagement.

Reach KPIs

Delivery rates, open rates, and click‑through rates for digital campaigns and in‑app messaging.

Effect KPIs

Net promoter score (NPS), customer satisfaction score (CSAT), and customer feedback.

ROI KPIs

Churn rate, renewal rate, and time to first value (TTFV).

Qualifications

• 3‑5 years of experience in a Customer Success, Digital Marketing, or Data‑Driven role in a SaaS environment.
• Bachelor's degree preferred or equivalent experience in SaaS and Cloud technologies.
• Strong knowledge of tech touch models and experience implementing automated customer engagement strategies.
• Strong written communication skills to engage both technical and non‑technical audiences.
• Experience working with digital engagement tools (e.g., Groove, Catalyst, and others).
• Analytical mindset with the ability to track, measure, and improve upon key metrics.
• Proven ability to collaborate across teams to drive cross‑functional success.
• Project management experience with the ability to manage multiple tasks and priorities effectively.
• Passion for leveraging data and technology to improve the customer experience.
• Experience with Customer Success tools (e.g., Salesforce, Clari) and digital communication platforms.
• Familiarity with network performance monitoring or SaaS‑based infrastructure tools.
• Proficiency in analyzing customer data and identifying trends that drive successful digital campaigns.

Cisco is an Affiliation Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction r.