Digital Customer Success Manager

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

The Digital CSM is responsible for overseeing the entire customer lifecycle by leveraging technology, automation, and data to create a seamless experience across onboarding, adoption, and renewal phases. You will proactively engage with customers digitally, ensuring they receive value and meet their goals without the need for constant one-on-one communication. This role is key to scaling our customer success efforts and optimizing engagement while maintaining the human touch.

What You’ll Do

• Digital Engagement Strategy: Develop and execute a proactive digital communication strategy for customer segments, focusing on volume accounts. Ensure each stage of the customer journey is optimized to drive engagement, adoption, and retention.
• Tech Touch Execution: Utilize automation platforms and email outreach to engage customers at critical moments, ensuring personalized experiences at scale.
• Data-Driven Customer Success: Leverage key performance indicators to assess the effectiveness of touchpoints, such as delivery rates, open rates, and click-through rates. Analyze customer data to make recommendations to fine-tune digital touchpoints and increase engagement.
• Monitor and Report on KPIs: 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.
• Customer Journey Optimization: Continuously improve the digital customer journey by analyzing customer interactions, identifying pain points, and implementing automated solutions to streamline processes.
• Collaboration: Work closely with other teams such as product and marketing to ensure alignment of digital initiatives with broader business goals.
• Customer Advocacy: Act as a digital voice for the customer, ensuring that feedback is gathered and shared with internal teams to improve the customer experience.
• Continuous Improvement: Track and report on the success of digital engagement strategies, using data to optimize and evolve processes. Develop new approaches for increasing customer satisfaction and loyalty through automated engagement.
• Reach KPIs: Delivery rates, open rates, and click-through rates for digital campaigns and in-app messaging.
• Effect KPIs: Net promoter score (NPS), customer satisfaction score (CSAT), and customer feedback.
• ROI KPIs: Churn rate, renewal rate, and time to first value (TTFV)

Qualifications

• 2+ years of experience in a Sales, Customer Success, Digital Marketing role in a SaaS environment.
• Bachelor's degree preferred or equivalent experience in SaaS and Cloud technologies
• Strong knowledge of tech touch models and experience implementing automated customer engagement strategies.
• Strong written communication skills to engage both technical and non-technical audiences.
• Experience working with digital engagement tools (e.g., Groove, Catalyst, and others)
• Analytical mindset with the ability to track, measure, and improve upon key metrics.
• Proven ability to collaborate across teams to drive cross-functional success.
• Project management experience with the ability to manage multiple tasks and priorities effectively.
• Passion for leveraging data and technology to improve the customer experience.
• Experience with Customer Success tools (e.g., Salesforce, Clari) and digital communication platforms.
• Familiarity with network performance monitoring or SaaS-based infrastructure tools.
• Proficiency in analyzing customer data and identifying trends that drive successful digital campaigns.

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.