Customer Experience Customer Success Specialist

Why This Role

Passionate about Secure Email and energized by helping customers get real value from their technology? We're looking for a technically sharp, customer-focused innovator who turns adoption challenges into wins. If you pair a firm technical foundation with genuine relationship-building skills — and you're eager to grow — let's talk.

As a Customer Success Specialist, you'll drive adoption and value realization across Cisco Security solutions, leading to successful renewals and business growth. Using AI-driven insights and a deep understanding of customer environments, you'll tailor adoption strategies, build and execute Technical Adoption Plans (TAPs), and become a trusted advisor to customers and internal teams alike.

You'll also serve as a bridge between customers and Cisco's product teams — surfacing feedback, driving usability improvements, and helping customers get the most from their security investments.

• You're genuinely excited by the work and bring positive energy to your customers and team.
• You listen first, understand the customer's world, and then solve.
• You're curious — always looking for a better way, a new approach, or a smarter use of AI.
• You care as much about relationships as you do about the technology.

• Own adoption for a portfolio of mid-sized customers, managing multi-product deployments and using AI-powered analytics to guide engagement.
• Build and drive TAPs aligned to customer goals, spotting adoption blockers, recommending accelerators, and partnering with CXMs.
• Deliver technical enablement through tailored sessions, demos, and 1:many Expert Insight Series.
• Run demo environments — configure and maintain test setups, troubleshoot issues, and showcase key features.
• Maintain customer profiles
  , gathering operational insights and applying AI-driven recommendations to improve product use.
• Follow up post-session to sustain adoption momentum, answer questions, and support strong CSAT outcomes.
• Facilitate alignment workshops to review progress and drive expected customer outcomes.
• Collaborate with your team for innovation and the best customer outcomes — we support each other.
• Partner across teams — Support, Sales, Engineering, Partners, and GTM — to resolve issues and uncover value-driving use cases.
• Inform product development by sharing customer feedback and competitive observations, and working with Product teams on systemic challenges.
• Stay current with the latest Cisco technologies, AI advancements, the competitive landscape, and industry trends.

• Familiarity with Secure Email solutions like Cisco Email Protection and Email Threat Defense, and a genuine enthusiasm for the space.
• A firm technical background paired with strong customer-facing soft skills.
• A hunger for innovation and a proactive, ownership mindset.
• The ability to build trusted advisory relationships and influence technical decisions.

• Bachelor's + 5 years related experience,
  or Master's + 3 years,
  or PhD + 0 years,
  or equivalent relevant work experience.
• Professional-level certification (e.g., CCNP) or equivalent expected.
• Substantive experience with one or more Email Security products
• Experience with AWS and Azure management and VM deployment
  Python scripting
• Demonstrated AI tool usage in projects and automation
  
  Preferred Qualifications:
  
  Bonus:
  
  Experience with Linux administration or other NIX OSes
  Bonus:
  
  Experience with Web Security appliances or solutions (WSA)
  Bonus:
  Experience with Cisco Secure Endpoint

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