Customer Experience Customer Success Specialist (Remote)

Cisco Systems, Inc.; Northern (KY); Hybrid; USD 140,000 - 191,000; Full time

Job summary

Cisco Systems, Inc. is seeking a senior Networking Customer Success Specialist to lead adoption for large, strategic customers with complex environments.

You will guide Technical Adoption Plans, use AI-driven insights, and coordinate with CX, Sales, Partners, and Product teams to accelerate adoption and renewals. The role focuses on solving complex technical challenges, influencing strategy, and helping customers realize value from Cisco solutions.

Qualifications

• 8+ years of related experience or equivalent
• Deep networking expertise across Cisco technologies
• CCNP, CCIE or equivalent certifications

Responsibilities

• 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 deployment knowledge to identify risks, measure progress, and recommend next steps.
• Facilitate onboarding sessions, architecture workshops, executive briefings, and adoption reviews with customers.
• Partner with cross-functional teams to coordinate adoption efforts and improve outcomes.
• Communicate complex technical concepts and tradeoffs clearly to executives and technical teams.
• Bring customer feedback into Cisco’s product teams to prioritize improvements and adoption experiences.

Skills

Networking expertise

Executive communication

Advanced networking knowledge

Education

Bachelor's degree with 8+ years of related experience

Master's degree or PhD with related experience

Tools

Catalyst Center

Catalyst WAN

Spaces

SDA

SD-Routing

Job description

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