Customer Experience Customer Success Specialist (Remote)

Cisco; Durham (NC); On-site; USD 140,000 - 191,000; Full time

Benefits offered by this job

Medical Insurance

401(k) Plan with company match

Paid parental leave

Disability & life insurance

Job summary

Cisco is seeking a Senior Networking Customer Success Specialist to lead adoption for major customers with complex environments. You will develop Technical Adoption Plans (TAPs) connecting goals to actions and drive measurable value using telemetry and AI insights.

You will collaborate with Customer Experience, Sales, Partners, and Product teams to accelerate onboarding, improve renewals, and uncover growth opportunities. This is a high-impact, visible role at Cisco.

Qualifications

• Bachelor's degree with 8+ years of related experience, or Master's with 6+ years, or PhD with 3+ years, or equivalent work experience.
• Deep networking expertise including Catalyst Center, Catalyst WAN, Spaces, SDA, and SD-Routing.
• Advanced networking certification such as CCNP, CCIE, or equivalent.

Responsibilities

• Lead adoption strategy for large, strategic customers with complex enterprise deployments.
• Create and evolve Technical Adoption Plans (TAPs) aligned with customer goals and renewal priorities.
• Use telemetry, AI-driven insights, and deployment knowledge to identify risks and recommend next steps.
• Facilitate onboarding sessions, architecture workshops, executive briefings, and adoption reviews.
• Coordinate adoption efforts with Cisco teams to improve customer outcomes.
• Communicate complex technical concepts to executives, teams, and stakeholders.
• Gather customer feedback for product improvements and adoption experiences.
• Stay current on Cisco technologies, AI advancements, and industry trends.

Skills

Networking expertise

Telemetry and AI insights

Executive communication

Cross-functional collaboration

Education

Bachelor's degree with 8+ years experience (or higher)

Tools

CCNP/CCIE certification

Job description

The application window is expected to close on: 10/20/2026

At Cisco, we help customers turn technology investments into real business outcomes. We are looking for a senior Networking Customer Success Specialist to lead adoption for large, strategic customers with complex environments. In this role, we combine deep networking expertise, AI-driven insights, and a strong understanding of customer deployments to help customers adopt software faster, reduce risk, and realize value.

We create and guide Technical Adoption Plans (TAPs) that connect customer goals to action. We work across Customer Experience, Sales, Partners, and Product teams to support onboarding, accelerate adoption, improve renewals, and uncover growth opportunities. This is a highly visible role with broad impact. It is a great fit for someone who enjoys solving complex technical challenges, influencing strategy, and helping customers get the most from Cisco. We'd love to meet you!

What You'll Do

• Lead adoption strategy for large, strategic customers with complex enterprise deployments.
• Create and evolve Technical Adoption Plans (TAPs) that align with customer goals, renewal priorities, and overall account strategy.
• Use telemetry, AI-driven insights, and customer deployment knowledge to identify risks, measure progress, and recommend next steps.
• Facilitate onboarding sessions, architecture workshops, executive briefings, and adoption reviews that help customers move forward with clarity and confidence.
• Partner with Customer Experience Managers, Customer Success Managers, Sales, Partners, and other Cisco teams to coordinate adoption efforts and improve customer outcomes.
• Communicate complex technical concepts, architecture choices, and tradeoffs clearly to executives, technical teams, and cross-functional stakeholders.
• Bring customer feedback into Cisco's product teams, help prioritize high-value improvements, and contribute to better usability, serviceability, and adoption experiences.
• Stay current on Cisco technologies, AI advancements, industry trends, and the competitive landscape so we can guide customers with confidence.

Minimum Qualifications

• Bachelor's degree with 8+ years of related experience, or Master's degree with 6+ years of related experience, or PhD with 3+ years of related experience, or Equivalent relevant work experience.
• Deep networking expertise including Catalyst Center, Catalyst WAN, Spaces, SDA, and SD-Routing.
• Advanced networking certification such as CCNP, CCIE, or equivalent relevant certification expected.

Preferred Qualifications

• We are especially interested in candidates who have experience using telemetry, analytics, or AI-driven insights to guide adoption planning and execution.
• Strong facilitation skills across executive briefings, customer workshops, and technical reviews are important in this role.
• Experience building scalable enablement programs and driving adoption that supports renewals and growth is also highly valued.
• Additional certifications aligned to current industry trends are a plus.

Why Join Us

We are building a team that helps customers move from deployment to full value realization. In this role, you will influence strategy, shape adoption outcomes, and help strengthen the connection between customer needs and product improvements. If you enjoy leading through expertise, building strong customer relationships, and making a real impact, this is a great opportunity to do meaningful work with broad reach. Join us!

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.

Message to applicants applying to work in the U.S. and/or Canada

The starting salary range posted for this position is $140,200.00 to $190,600.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco's plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco's policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
• 1 paid day off for employees' birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
• Non-exempt employees receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
• Exempt employees participate in Cisco's flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
• Additional paid time away may be requested to deal with critical or emergency issues for family members
• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco's policies.

Employees On Sales Plans Earn Performance-based Incentive Pay On Top Of Their Base Salary, Which Is Split Between Quota And Non-quota Components, Subject To The Applicable Cisco Plan. For Quota-based Incentive Pay, Cisco Typically Pays As Follows

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;
• 1.5% of incentive target for each 1% of attainment between 50% and 75%;
• 1% of incentive target for each 1% of attainment between 75% and 100%; and
• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area

$173,900.00 - $256,800.00

Non-Metro New York State & Washington State

$153,300.00 - $240,800.00

• For quota-based sales roles on Cisco's sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.
• Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.