Customer Experience Manager - Splunk (remote)

Cisco Systems, Inc; Chicago (IL); Remote; USD 165,000 - 209,000; Full time

Job summary

Splunk, a Cisco company, is seeking a seasoned Customer Success leader to partner with enterprise customers and drive adoption of cybersecurity, observability, and IT operations solutions.

You will develop strategic roadmaps, lead cross-functional teams, and conduct executive reviews to quantify ROI and value realization. This role requires travel up to 25% and a strong track record in large-scale customer engagements.

Qualifications

• Ten years of customer success or related experience required.
• Three+ years in cybersecurity, IT operations, observability, or DevOps environments.
• Experience delivering executive reviews and value realization frameworks.

Responsibilities

• Serve as strategic advisor to enterprise customers with customized success roadmaps.
• Collaborate with Account Executives, Technical Services, and Product Specialists to mitigate onboarding risks.
• Lead Executive Business Reviews (EBRs) and milestone assessments to show ROI across domains.
• Conduct customer discovery to uncover bottlenecks and accelerate renewal velocity.

Skills

Customer success management

Technical consulting

Enterprise account management

Executive business reviews

Travel up to 25%

Education

Bachelor’s degree in CS, IS, Business or related

Job description

This job can be performed anywhere in the United States.
In order to be considered for this role you must be a citizen of the United States.

Meet the Team

The Customer Success team at Splunk, a Cisco company, partners directly with enterprise organizations to accelerate digital resilience and maximize the business value of their technology investments. We serve as trusted strategic advisors, guiding customers through transformative adoption journeys across cybersecurity, observability, and IT operations platforms. Our team culture is collaborative, customer-obsessed, and agile, combining deep technical domain expertise with consultative relationship-building. Working at the forefront of the Cisco and Splunk integration, you will help leading global enterprises solve complex operational challenges, optimize data utilization, and achieve measurable business outcomes.

Your Impact

Serve as a strategic advisor to enterprise customers, developing customized success roadmaps and adoption plans that directly align with executive business priorities. Partner cross-functionally with Account Executives, Technical Services, and Product Specialists to deliver targeted resources, mitigate operational onboarding risks, and drive long-term value realization. Lead structured Executive Business Reviews (EBRs) and milestone assessments to articulate measurable ROI across Security, IT Operations, DevOps, and Observability domains. Conduct customer discovery sessions to uncover operational bottlenecks, propose high-impact data utilization strategies, and accelerate recurring renewal velocity.

Minimum Qualifications

• Minimum 10 years of professional experience in customer success management, technical consulting, professional services, or enterprise technical support.
• Minimum 3 years of experience managing accounts or deploying technical solutions within Cybersecurity, IT Operations, Observability, or DevOps environments.
• Minimum 3 years of experience managing enterprise customer accounts, strategic customer journeys, or multi-stakeholder technical projects.
• Experience preparing and delivering Executive Business Reviews (EBRs/QBRs), milestone-based adoption plans, or value realization frameworks to customer leadership.
• Ability to travel up to 25% for on-site customer engagements, executive briefings, and strategic planning sessions.

Preferred Qualifications

• Hands-on experience utilizing Splunk Enterprise/Cloud, SIEM platforms, observability tools, or big data analytics architectures.
• Prior professional experience in team leadership, talent mentoring, or technical project management.
• Demonstrated ability to articulate complex technical value propositions to C-Suite executives, product owners, and technical decision-makers.
• Experience coordinating cross-functional resources across Sales, Product Engineering, and Technical Support to resolve customer operational roadblocks.
• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or relevant industry certifications (such as Splunk Certified Core Consultant, ITIL, or PMP).

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 $164,600.00 to $208,900.00 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—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 employee’s 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 ofunused sick timecarried forwardfrom one calendar yearto 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:

$192,300.00 - $280,300.00

Non-Metro New York state & Washington state:

$173,700.00 - $262,600.00

* 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.