Req Id: 431171

Summary

Bell Canada is seeking a highly motivated and experienced Customer Success Manager (CSM) to join our Customer Experience Team. In this role, you will be a key driver of value realization for our customers investing in Cisco software. As a CSM, you will manage a portfolio of accounts, guiding them through the entire customer lifecycle (Land, Adopt, Expand, Renew). You will leverage data-driven insights to accelerate product adoption, mitigate risk, and uncover expansion opportunities. This is a critical role in the CX team.

Key Responsibilities

1. Account Management & Value Realization
• Customer Success Plans (CSPs): Partner with clients to define and document strategic business outcomes.
Translate these outcomes into actionable adoption milestones mapped to specific Cisco features.
• Quarterly Success Reviews (QSRs): Lead regular executive-level business reviews. Present telemetry data,
demonstrate ROI, and align on upcoming strategic initiatives.
• Onboarding Excellence: Facilitate seamless transitions from Pre-Sales to Post-Sales, ensuring clients have
access to their Cisco Smart Accounts and Enterprise Agreement (EA) Workspaces.
2. Telemetry, Adoption & Risk Mitigation
• Health Monitoring: Utilize our CS platform to monitor real-time license consumption, deployment status, and
overall account health (Green/Yellow/Red).
• Proactive Intervention: Act on automated Calls-to-Action (CTAs). If adoption stalls or technical friction arises,
quickly engage Bell Solutions Architects and support teams to remove roadblocks.
• Drive Incentive Milestones: Proactively guide customers through the "Use" and "Adopt" stages required to
unlock Cisco Partner Incentive (CPI/LCI) rebates.
3. Lifecycle Growth & Renewals
• Identify White Space: Analyze telemetry data and QSR discussions to uncover expansion opportunities
(e.g., underutilized features, hardware refreshes, or security posture gaps).
• Seamless Sales Handoffs: Qualify leads and execute formal handoffs to Bell Account Executives to drive
cross-sell/upsell pipeline.
• Renewal Support: Collaborate with the Renewals Manager to initiate T-minus 9-12 month renewal
assessments, ensuring high Net Dollar Retention (NDR) and preventing "shelfware" downgrades.
4. Customer Advocacy
• Identify highly satisfied customers and cultivate them into advocates willing to participate in case studies,
testimonials, and reference calls.

Critical Qualifications
• Experience: 3-5+ years of experience in Cisco Customer Success, Technical Account Management, or PreSales Engineering, ideally within the IT/Telecommunications sector.
• Cisco Knowledge: Strong understanding of the Cisco ecosystem, including Enterprise Agreements (EAs),
Smart Accounts, and core architectures (e.g., DNA Center, Secure Network Analytics, Duo, Umbrella).
• Certification: Active Cisco Certified Customer Success Manager (DTCSM) credential is highly preferred (or
willingness to obtain within the first 90 days of employment).
• Data-Driven: Proven ability to analyze telemetry/usage data and translate it into compelling business value
narratives for C-level executives.
• Process-Oriented: Experience working within formal Customer Success methodologies (LAER) and utilizing
CS platforms.
• Communication: Exceptional presentation and negotiation skills. Bilingual (English/French) is an asset.
• Ability to strive in a dynamic and autonomous work environment, meeting the day-to-day challenges as they
come up based on customer requirements.

Preferred Qualifications
• Assertive and professional, able to work independently and takes initiative.
• Attention to detail, ability to track requests, manage customer expectations, and work with internal
stakeholders to guarantee best in class customer experience.
• Work with sales, partners and vendor teams to develop a holistic, deep view of customer requirements.
• Excellent social/customer service skills, exceptional written and oral communication capabilities
• Strong organizational and time management skills to meet deadlines & handle changing priorities
• Strong knowledge of Microsoft Office suite tools with an emphasis on excel, Salesforce knowledge an asset

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management

Job Status: Regular - Full Time

Job Location: Canada : Ontario : Toronto
Work Arrangement: Hybrid
Application Deadline: 07/21/2026

For work arrangements that are 'Hybrid', successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you'll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

Created: Canada, ON, Toronto