Customer Success Specialist

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.

Our vision is to be Cisco’s leading SaaS business unit — setting the bar for customer success, trusted partnerships, and extraordinary outcomes. We drive growth, retention, and long-term value through proactive guidance, simple experiences, and measurable impact. We focus on what matters: accelerating success, reducing risk, and empowering our customers and teams to achieve more. 

About The Role

As a Customer Success Specialist (CSS), you will play a key role in guiding customers through their critical first milestones with ThousandEyes. You’ll ensure a seamless onboarding experience, accelerate their time to first value, and set the foundation for a lasting, successful partnership. With your support and expertise, customers will be empowered to maximize the value of our platform and achieve their business goals. 

This opportunity is perfect for someone who thrives on collaboration, innovation, and customer advocacy. You’ll bring a passion for service, a love of continuous learning, and a commitment to excellence in every interaction. Building genuine relationships, solving challenges creatively, and championing customer outcomes will be at the heart of everything you do.  

If you’re looking to make a profound impact, grow alongside some of the brightest minds in tech, and are passionate about Customer Success, we can’t wait to meet you. Your next great adventure starts here! 

What You’ll Do

• Work closely with the Sales teams on post-sales activities, including timely handoff of new customers to understand objectives, use cases, and key contacts 

• Coordinate kickoff meetings to align on customer goals, timelines, and success metrics to ensure effective onboarding and implementation  

• Serve as the point of contact for customers throughout the onboarding phase, working closely with professional services and adoption teams to track the status of implementation 

• Monitor the onboarding progress, ensuring milestones are met and addressing any roadblocks or potential risks promptly 

• Work closely with the Customer Success teams to ensure the success of the customer journey as measured by adoption, engagement, and health metrics 

• Provide account support through collaboration and development of account goals and tasks for go-to-market and/or renewal strategies  

• Provide regular reporting and forecasting on customer health and usage, with data insights and analysis to identify engagement patterns and proactively address underutilization 

• Own the internal communication with stakeholders and account teams to ensure effective customer communications and strategies 

• Collaborate with account team members to organize proactive project campaigns, customer outreaches, check ins, and MBRs/QBRs to drive engagement and adoption  

• Regularly participate and complete enablement programs to keep abreast of business and product updates and innovations, for continual learning and growth  

Qualifications

• Highly organized with outstanding follow-up skills, ability to manage high volume of accounts 

• Excellent communication and interpersonal skills, capable of building rapport with diverse stakeholders and teams 

• Self-motivated, detail-oriented, and adaptable to a fast-paced, evolving environment 

• 2+ years of experience in Customer Success, Onboarding, or Account Management within a SaaS environment  

• Bachelor’s degree preferred or equivalent experience in SaaS and Cloud technologies 

• Familiarity with customer journey mapping and success planning methodologies 

• Strong analytical skills with the ability to interpret customer data and translate insights into actions 

• Proficiency in English (written and communication skills) 

• Experience with CRM and customer success tools (e.g., Salesforce, Gainsight, Gong, Looker) 

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.