Scale 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

As a Customer Success Manager (CSM) on the Scale team at ThousandEyes, you will manage a segment of accounts with high propensity to grow, using a combination of strategic engagements and scalable programs to drive success across the customer lifecycle. This role requires a strong understanding of SaaS, cross-functional collaboration, and the ability to lead both one-to-one and one-to-many customer engagements. 

You’ll serve as a trusted advisor—driving onboarding success, accelerating platform adoption, and leading proactive motions such as QBRs, monthly check-ins, and health reviews. You’ll also act as the voice of the customer, advocating for their needs internally while setting clear and actionable expectations externally. 

What You’ll Do

• Develop and execute comprehensive account strategies to promote long-term success, adoption, and retention. 
• Own and manage a portfolio of customers that require both high-touch and scale engagement methods. 
• Conduct strategic touchpoints including monthly check-ins, QBRs, platform health checks, and de-risking motions. 
• Proactively identify customer risks before they surface; mobilize and project manage internal teams to address issues swiftly and effectively. 
• Drive adoption of key platform features that enhance customer outcomes and improve retention. 
• Ensure customers achieve success with ThousandEyes use cases, validated through business metrics and data insights. 
• Deeply understand each customer’s business, market conditions, technology stack, and key stakeholders to identify expansion opportunities and potential for vendor consolidation. 
• Forecast and track customer sentiment, product utilization, and key health indicators. 
• Partner with Pre-Sales and Adoption Engineering teams to drive collaboration, expansion, and successful renewals. 
• Serve as the voice of the customer, collecting product feedback and prioritizing requirements based on risk, urgency, and revenue impact. 
• Set appropriate expectations with customers while coordinating internal resources to deliver high-impact items. 
• Help manage escalations and ensure timely resolution of critical customer issues. 

Qualifications

• At least 3 years of experience in Customer Success, Account Management, or Renewals in a SaaS environment. 
• Strong understanding of the SaaS customer lifecycle, including risk identification and mitigation. 
• Proven success managing customer portfolios through both high-touch and scale strategies. 
• Excellent communication, listening, negotiation, and presentation skills. 
• Fluent in spoken and written English, with the confidence and presence to engage executive stakeholders. 
• Organized, proactive, and highly accountable with strong project management and multitasking skills. 
• Collaborative and cross-functional, with the ability to influence across internal teams. 
• Proficient in CRM tools like Salesforce and data-driven in your approach. 
• Technically curious and able to understand and explain software and cloud technologies. 
• Data-driven with the ability to interpret and act on customer insights and performance metrics. 
• Bachelor’s degree preferred or equivalent experience in SaaS and cloud-based solutions. 

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.