Customer Success Scale Leader

Who We Are

Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network – even the ones they don’t own. Powered by AI and an unmatched set of cloud, internet and enterprise network telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and remediate issues – before they impact end- user experiences.

ThousandEyes is deeply integrated across the entire Cisco technology portfolio and beyond, helping customers deploy at scale while also delivering AI-powered assurance insights within Cisco’s leading Networking, Security, Collaboration, and Observability portfolios.

About The Role

As the Scale Leader, you will be tasked with building an outstanding team responsible for driving adoption and long-term value realization for ThousandEyes North American based customers. The team partners cross-functionally with every part of the company (Product, Engineering, Marketing, Sales, Partners, Cisco Account Managers etc.) to advocate for our customers and ensure a high-quality experience throughout their lifecycle as a ThousandEyes customer. You will lead a key portion of our global business revenue with a focus on overall adoption, value realization, success planning, & renewals.

What You’ll Do

• Lead, manage, and mentor a team of Scale Customer Success Managers (CSMs), including recruitment, development, and performance management.
• Own and drive success metrics for North America, with a focus on Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and other leading indicators of customer success.
• Serve as a key member of the Customer Success leadership team, acting as the voice for Customer Success Management at ThousandEyes.
• Analyze customer trends, successes, and challenges to leadership, providing insights on standardization and innovation in service delivery.
• Ensure timely, accurate forecasting for your team and regularly review forecasts with senior leadership.
• Collaborate closely with the North American sales team to drive customer retention and expansion.
• Master the ThousandEyes value proposition, becoming a trusted advisor to both your team and customers, demonstrating expertise in key use cases.
• Serve as an executive point of escalation for high-value client renewals, providing leadership and strategic oversight during key negotiations to ensure success.
• Provide executive updates and manage escalations related to customer success or technical sales opportunities.
• Thrive in a matrixed organization by building strong relationships across Product, Professional Services, Marketing, Operations, and other departments.
• Oversee conflict resolution between clients and internal/external stakeholders, ensuring positive outcomes.
• Design and implement playbooks and campaigns to scale the 1 customer success strategy across the region.
• Track and report on key performance indicators (KPIs) to senior leadership, providing regular updates on progress, identifying trends, and highlighting areas for improvement to ensure alignment with business goals.

Qualifications

• Bachelor's degree preferred or equivalent experience in SaaS and Cloud technologies
• Minimum of 5 years of experience in a Customer Success, Digital Marketing, or Data-Driven role in a SaaS environment with a minimum of 2 years of leadership experience
• Proven track record of strong leadership, team building, and creating a compelling vision for the organization.
• Significant experience in Account Management, Customer Success, Sales, or a related field, ideally within a SaaS environment.
• Deep understanding of the customer journey and how to drive success in an Enterprise SaaS context.
• Customer-focused mentality, balancing business needs with customer success.
• Demonstrated operational excellence with experience in managing KPIs, driving process improvement, and delivering results.
• Experience recruiting, developing, and leading teams in a fast-paced, high-growth company that values agility and iteration.
• Data-driven mindset with strong analytical skills and the ability to leverage insights for decision-making.
• Proficiency in CRM tools such as Salesforce, Catalyst, Gainsight, etc.
• Strong presentation skills with experience delivering impactful presentations to executives and customers.

Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. That's why Cisco is expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification. Research shows that people from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy. We urge you not to prematurely exclude yourself and to apply if you're interested in this work.