Customer Experience Customer Success Specialist

The application window is expected to close on: 10/28/2026

The Customer Success Specialist (CSS) is responsible for driving software adoption and value realization, directly influencing successful renewals and sustained business growth. By maximizing AI-driven insights and deep technical expertise, the CSS orchestrates Technical Adoption Planning (TAP) to align technology deployments with customer business goals. This role acts as a trusted advisor, bridging the gap between customer needs and Cisco’s product teams to ensure maximum utilization, usability, and serviceability of Cisco technologies.

Key Responsibilities Strategic Planning & Orchestration TAP Execution:
Proactively develop and drive Technical Adoption Plans (TAPs) that align with Duo & Secure Access customer goals, improving technology investment.

Alignment Workshops:
Facilitate workshops to review progress, drive customer outcomes, and ensure successful onboarding and renewals.

Customer Insights:
Maintain detailed customer profiles by gathering operational insights and applying AI-driven recommendations to suggest improvements in product usage.

Technical Enablement & Adoption AI-Powered Analytics:
Apply telemetry and AI-driven insights to supervise adoption, identify blockers, and inform proactive engagement strategies.

Authority Enablement:
Build and deliver 1:many technical enablement (Authority Insight Series) and conduct customized sessions across multiple products.

Technical Demos:
Coordinate and complete moderately complex demo setups, highlighting key features and ensuring actionable follow-ups for implementation.

Technical Advocacy:
Act as a technology evangelist, providing feedback to product teams to advise development and address systemic product challenges.

Collaboration & Leadership Cross-Functional Partnership:
Collaborate with Customer Success Managers (CSMs), Account Teams, Sales, and Partners to provide a unified engagement experience.

Mentorship:
Mentor junior CSS team members by reviewing work, providing actionable feedback, and promoting the use of AI to automate routine tasks.

Partner Engagement:
Influence executive and customer technical decision-making by articulating the state of the adoption business, including market trends and competitive observations.

What You’ll Do Portfolio Management:
Lead a moderately-sized portfolio of mid-sized Duo & Secure Access customers across multiple products within a specific architecture.

Issue Resolution:
Identify and mitigate adoption blockers (e.g., misconfigured features, training gaps) and coordinate with support/engineering to resolve customer issues.

Strategic Improvement:
Supply to the broader customer strategy by piloting new approaches and suggesting process enhancements.

Continuous Learning:
Stay current with the latest Cisco technologies, AI advancements, the competitive landscape, and broader industry trends.

Minimum Qualifications

Education:

Bachelor’s degree + 5 years of related experience; OR Master’s degree + 3 years of related experience; OR PhD + 0 years of experience; or equivalent relevant work experience.

Certification:
Professional-level certification (e.g., CCNP) or equivalent relevant industry certification is encouraged.

Technical Proficiency:
Strong understanding of the specific architecture/product set relevant to the portfolio, with an emerging awareness of adjacent technologies.

Communication:
Consistent track record to facilitate technical workshops and build trusted advisory relationships with both technical and executive customers.

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…