Customer Success Manager-Asset Manager

Responsibilities

• Serve as a primary operational point of contact for customer asset management, licensing, entitlement, and subscription-related activities
• Reconcile customer deployment, procurement, entitlement, and consumption data to establish and maintain an accurate license and asset position
• Maintain ongoing asset data hygiene, validation, governance, and reporting readiness for renewals, audits, compliance discussions, and strategic planning
• Support customers within Cisco Smart Accounts, Virtual Accounts, licensing portals, and Enterprise Agreement structures
• Deliver customer onboarding, training sessions, workshops, and operational guidance associated with licensing tools, processes, and best practices
• Develop and maintain customer-facing and internal documentation including process guides, operational workflows, reporting artifacts, white papers, and training materials
• Deliver data-driven insights, operational reporting, and pointed analytics to customers and internal stakeholders
• Support customer adoption, consumption, and value realization efforts in partnership with aligned CSMs and account teams
• Partner closely with broader Customer Success teams and vertical CSMs to align operational asset management activities with overall customer success strategies and business objectives
• Contribute to customer health reviews, executive business reviews (EBRs), quarterly success reviews, and strategic planning discussions through operational analysis and reporting
• Raise critical operational risks, data discrepancies, customer concerns, or process gaps to leadership and account teams as appropriate
• Manage cross-functional coordination across Sales, Customer Experience, Engineering, Operations, OEM partners, Finance, and delivery teams to drive customer outcomes
• Support the development and refinement of scalable asset management and Customer Success operational processes
• Engage directly with OEM partners to build expertise around licensing models, product structures, operational processes, and support requirements
• Identify opportunities to improve operational efficiency, customer adoption, reporting accuracy, and overall customer experience
• Maintain accurate activity tracking and customer documentation within Gainsight and associated collaboration platforms
• Support operational readiness and customer engagement activities associated with large-scale Federal and Public Sector programs
• Operate effectively within both remote and customer-facing environments, including occasional on-site engagement as required
• Attend work on a regular and reliable basis and maintain flexibility to support customer needs outside standard business hours when necessary

• 4–6+ years of experience in Customer Success, Asset Management, Enterprise Software Licensing, Operations, Project Management, Business Analysis, IT, or related customer-facing technology roles
• Proven experience working within Cisco licensing environments, including Smart Accounts, Virtual Accounts, Enterprise Agreements, and subscription-based software models
• Strong understanding of software lifecycle management including deployment, entitlement, adoption, consumption, renewals, and operational governance
• Demonstrated ability to analyze, validate, reconcile, and present complex operational and licensing data
• Experience supporting enterprise customers within complex, fast-paced, and highly visible technology environments
• Federal or Public Sector customer experience strongly preferred
• Strong executive presence with experience presenting to technical teams, operational stakeholders, and senior leadership
• Demonstrated ability to operate effectively within ambiguous environments with shifting priorities and evolving structures
• Strong organizational, prioritization, and time management skills with the ability to manage multiple initiatives simultaneously
• Strong business acumen with the ability to translate operational data into meaningful customer outcomes and recommendations
• Experience collaborating cross-functionally across Sales, Engineering, Operations, Finance, OEM partners, and Customer Success organizations
• Strong facilitation, communication, and customer…