Customer Experience Customer Success Specialist

Location: Annapolis Junction

The application window is expected to close on: 11/10/2026

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.  The successful applicant will be performing work on US Government classified environments, and therefore, must be a U.S. Person (i.e., U.S. citizen, U.S. national, lawful permanent resident, asylee, or refugee). This position will perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil.

The successful applicant must have a current US Government DOD Security Clearance.

Meet the Team The Customer Success Specialist (CSS) role ensures the adoption of software and value realization that lead to successful service renewals and business growth by leveraging AI-driven insights and a thorough understanding of customer environments and deployments to tailor adoption strategies. Our CSS’s are an integral part of the Customer Experience (CX) team delivering proactive Technical Adoption Plans (TAPs) to our customers.

We combine the power of Cisco Analytics and Knowledge with the outstanding technical expertise and consulting (that’s you) to drive value, innovation, and adoption in our customer’s network. We help them to reduce risk, drive innovation, and enhance their network to meet business objectives. We are the customer’s trusted advisor and expert, helping the customer understand their network, reduce risks, and take advantage of the technology.

We work closely with Cisco Engineering to advocate for innovation for our customer and as a liaison, share what is coming with our customers to help them be the groundbreakers of technology.

Your Impact As a Customer Success Specialist, you will drive solutions-based, technical and complex adoption strategies across large, strategic customer segments, managing high-complexity enterprise deployments where AI-analytics inform both planning and execution.

You will regularly lead customized technical enablement initiatives such as executive briefings, architecture-specific workshops, and multi-functional onboarding programs.

The CSS acts as a trusted advisor to senior customer leaders, helping them align Cisco technologies with long-term business outcomes.  Additionally, you will oversee Technical Adoption Plans (TAP) execution and integration across multiple teams, ensuring adoption plans are integrated with broader account strategies and lifecycle motions.  At the core, a CSS must be able to demonstrate deep technical knowledge in at least one area of expertise and be able to engage with customers on its application in their architectures.

You will work directly with our customers and gain direct experience and exposure into their networks. You will collaborate on a variety of projects that have a real impact on the lives of Veterans and military service members. We will value your ideas and perspective on how to get things done. You will work on network infrastructures and help to deliver business solutions and technology solutions from data, security, mobility, and cloud.

Minimum Qualifications:

Must possess a current US Government DOD Security clearance at a TS/SCI Full Scope level.
8 years relevant experience in Cisco networking (Emphasis on Security. Enterprise Networking, Data Center, Full Scope Observability (FSO) and AI are a plus).Cisco Certified Internetwork Expert (CCIE), Cisco Certified Networking Professional (CCNP) or equivalent skills (Security, Enterprise Networking).Comfortable speaking in front customers, both live and via video, presenting Cisco solutions with confidence.

Preferred Qualifications:

Be experienced delivering Cisco standard methodologies within our customer's  able to demonstrate the ability to lead or…