Customer Success Manager (Cisco)
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The Customer Success Manager is responsible for the proactive engagement, retention, and ongoing success of a portfolio of mid-tail customer accounts, aligned to customer outcomes, adoption, and renewal readiness.
The role combines customer engagement and advocacy, risk management, and outcome-based success planning, while working collaboratively across internal teams to drive retention, value realisation, and a high-quality customer experience.
What Success Looks Like
- Mid-tier accounts kept healthy by spotting and heading off risks early
- Every account is proactively managed against mapped outcomes
- Clear KPIs and measurable outcome progress position accounts strongly for renewal
- Value and expansion opportunities progressed in partnership with Sales
- Predictable customer cadence and proactive engagement maintained
- Consistent renewal readiness across mid-tail accounts
Key Responsibilities
1. Customer Cadence & Engagement
- Drive a proactive, predictable cadence across the mid-tail portfolio.
- Plan engagement ahead of True Forward (TF) and renewal milestones.
- Maintain consistent, forward-looking contact that anticipates customer needs and keeps accounts progressing against their outcomes.
2. Success Planning & Business Reviews
- Develop and maintain success plans and KPIs for each account.
- Run 6-monthly business reviews for non-exception accounts.
3. Risk Management & Renewal Readiness
- Identify early warning signals and manage risk across the mid-tail portfolio.
- Keep accounts renewal-ready by tracking consumption, usage, and lifecycle, and contribute to the team's shared tracking of EA consumption and True Forward exposure.
- Keep customers informed of consumption and potential spikes, and provide the Renewals team with timely, complete information to quote and process renewals on time.
4. Adoption & Value Realisation
- Accelerate adoption and time-to-value post-onboarding, turning usage into measurable outcomes.
- Surface and drive expansion opportunities with Sales, converting proven value into growth.
5. Portfolio Allocation & Coverage
- Deliver full, active coverage of the mid-touch portfolio, ensuring every account gets the right level of attention.
- Flex coverage to demand so peaks are absorbed and no account goes dark
6. Standards, Insight & Scale
- Turn first-hand insights into repeatable patterns that sharpen CS Ops and tooling.
- Strengthen success-planning standards, turning individual wins into scalable practice
Behavioural Competencies
- Customer-focused and relationship-driven.
- Proactive and organised, able to manage a portfolio at scale
- Commercially aware, with strong renewal and risk understanding
- Collaborative, partnering effectively with Sales and Renewals
- Data-driven and improvement-focused
- Strong communication and stakeholder management
- Resilient and adaptable under competing priorities
- Committed to continuous learning and development
Knowledge, Skills & Experience
Required:
- Experience running a proactive, scaled customer cadence across a mid-tail portfolio
- Solid success-planning skills, building outcome- and KPI-led plans and running business reviews.
- Strong ability to identify risk, spotting early warning signals and keeping accounts renewal-ready for the Renewals team to execute
- Ability to drive adoption and value realisation post-onboarding, turning usage into outcomes
- Strong commercial awareness, confident in value conversations and clear on renewal readiness
Desirable:
- Awareness of Cisco Enterprise Agreements (EA) and True Forward mechanics
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