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.

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.

Fue…