AI-Driven Customer Success & Adoption Specialist

Cisco Systems, Inc; Plano (TX); On-site; USD 118,000 - 167,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401(k) with Cisco matching

Paid parental leave

Disability coverage

Life insurance

Job summary

Cisco Systems, Inc. is seeking a Customer Success Specialist (CSS) to drive software adoption, value realization, and renewal outcomes. The role bridges customer needs with Cisco product teams to maximize utilization and service quality of Cisco technologies.

You will lead Technical Adoption Planning (TAP) and coordinate cross-functional teams, utilizing AI-driven insights to guide customer engagements. This position emphasizes mentorship, workshops, and strategic collaboration across CS, Sales,

Qualifications

• Bachelor’s degree plus 5 years of related experience; or Master’s degree plus 3 years; or PhD.
• Certification: Professional-level certification (e.g., CCNP) or equivalent relevant industry certification is encouraged.
• Language Required: English and Spanish. Portuguese nice to have.
• Technical proficiency in the portfolio architecture/product set with awareness of adjacent technologies.
• Proven ability to facilitate technical workshops and build trusted advisory relationships with technical and executive customers.

Responsibilities

• Proactively develop and drive Technical Adoption Plans (TAPs) aligned with customer goals.
• Facilitate Alignment Workshops to review progress and drive renewals.
• Capture operational insights and apply AI-driven recommendations to improve product usage.
• Apply telemetry and AI-driven insights to supervise adoption and guide engagement.
• Deliver 1:many technical enablement sessions across multiple products.
• Coordinate and complete moderately complex technical demos with follow-ups.
• Act as a technology advocate and provide product feedback to engineering teams.
• Collaborate with CSOs, Account Teams, Sales and Partners for a unified engagement.
• Mentor junior CSS team members and promote AI-enabled automation.
• Influence executive customer decisions with adoption state and market trends.
• Lead a portfolio of Duo & Secure Access customers across multiple products.
• Identify and mitigate adoption blockers with support/engineering.

Skills

AI insights

Adoption planning

Workshop facilitation

Executive communication

Mentorship

Education

Bachelor’s degree + 5 years

Master’s degree + 3 years

PhD + 0 years

Tools

CCNP

Job description

Cisco Systems, Inc. is seeking a Customer Success Specialist (CSS) to drive software adoption, value realization, and renewal outcomes. The role bridges customer needs with Cisco product teams to maximize utilization and service quality of Cisco technologies.

You will lead Technical Adoption Planning (TAP) and coordinate cross-functional teams, utilizing AI-driven insights to guide customer engagements. This position emphasizes mentorship, workshops, and strategic collaboration across CS, Sales,