Cisco

Customer Experience Manager

Cisco$152K — $193K *
Enterprise Technology
11 - 15 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's Degree or equivalent experience
  • 12+ years in a customer-facing IT role
  • Proven experience in software adoption planning
  • Ability to engage with executives and technical leaders
  • Experience leading teams in complex organizations

Responsibilities

  • Drive customer adoption of software and services
  • Manage renewal risks and increase retention rates
  • Build strong relationships with customer executives and technical teams
  • Advocate for customer needs within Cisco
  • Act as a technology evangelist between customers and product teams
  • Utilize AI and automation for environment analysis and process optimization
  • Collaborate with diverse teams to identify solutions for customer value

Benefits

  • Comprehensive health and wellness plans
  • Professional development opportunities
  • Flexible work arrangements
  • Employee discounts and perks
  • Support for work-life balance programs
Full Job Description
The application window is expected to close on: 07/31/2026
Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

YOUR IMPACT
Serve as the primary post-sale contact, driving customer adoption and value realization of Cisco solutions to ensure long-term success and renewals. Build trusted relationships, maximising deep product and industry knowledge to demonstrate advanced features and recommend specific solutions that achieve customer business outcomes. Proactively see opportunities to expand customer value through upselling and cross-selling, while coordinating across diverse functional teams to resolve challenges and ensure best practices are adopted. Deliver measurable customer outcomes, strengthening loyalty and securing renewals by providing an exceptional end-to-end experience.

Role Responsibilities:
CX Leadership and Execution:
  • Drives adoption of software, services, and value realization leading to successful renewal and growth..
  • Proactively manages and mitigates renewal risk throughout customer journey and in alignment with sales and renewals teams, uses risk insights and adoption action plans to increase customer retention rates.
  • Develops and maintains strong executive and technical influence with customer collaborators to understand their business challenges and objectives.
  • Advocates for the customer within Cisco, ensuring their needs are met and that they receive high-quality customer experience.


Technical Leadership:
  • Acts as technology evangelist between customers and Cisco's product teams, providing feedback to inform product development and enhancements.
  • Stays up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to provide expert guidance to customers.
  • Applies AI and automation tools to analyze customer environments, identify optimization opportunities, and streamline technical workflows-enhancing scalability, efficiency, and outcomes.


Financial & Strategic Responsibility:
  • Accountable for financials including services revenue and margin, partnering with service delivery leadership, to make needed strategic investment decisions.
  • Partners with CSS to integrate Technical Adoption Plans into end-to-end customer plans, aligning delivery, partner, architecture, and adoption strategies to support customer goals


Collaboration & Risk Management:
  • Collaborate with sales, delivery, CS, partners, renewals and BE to identify use cases, and design and deliver solutions that drive value and business outcomes for customers.
  • Leads Customer Value Workshops and CBRs to review adoption progress and drives customer outcomes and benefits expected from Cisco products and services leading to a successful onboarding, adoption, and renewals


MINIMUM QUALIFICATIONS
  • Bachelor's Degree or equivalent combination of skills and experience.
  • 12+ years in a customer-facing role within an IT company or enterprise IT organization.
  • Demonstrable experience crafting and driving software adoption plans across diverse technology portfolios.
  • Demonstrated ability to engage with both customer executives and technical leaders to advance software adoption.
  • Experience leading multi-functional teams in complex, matrixed organizations.

PREFERRED QUALIFICATIONS
  • Solid understanding of Cisco's technology portfolio, especially in the area of [Enterprise, Security, Data Center, Collaboration, Cloud solutions, Service Provider, etc. ]
  • Industry certifications such as CCNA or relevant.
  • Experience working closely with sales, renewals, and customer success teams to drive business outcomes.
  • Strong communication and presentation skills.
  • Passion for staying current with emerging technologies like AI, ML, automation, and cloud solutions.

About Cisco

Cisco Careers

Join the vibrant team at Cisco, a global leader in networking and cybersecurity solutions, where innovation and leadership thrive. Cisco offers a plethora of job opportunities that cater to a range of skills and experiences, making it an ideal place for both seasoned professionals and those seeking an internship to jumpstart their career. Work You’ll Do At Cisco, you’ll be part of a culture that values diversity, leadership, and professional growth. Engage in work that matters with a team that combines technology, creativity, and the power of human connection to redefine networking. Cisco’s commitment to innovation isn’t just about technology, but also about transforming the way we work and collaborate. Cisco’s employment philosophy supports career advancement and nurtures a leadership pipeline that is equipped with diversity training and opportunities for growth. Whether you’re applying your skills to drive our latest innovations or using our vast networking capabilities to solve complex problems, at Cisco, every role is impactful. Join Our Dynamic Team Explore job opportunities in areas ranging from engineering to marketing, sales to cybersecurity. Cisco is hiring individuals who are passionate, curious, and ready to drive change. Positions at Cisco offer competitive benefits, a supportive culture, and the chance to work with cutting-edge technology. Internship Programs Kickstart your career with a Cisco internship. Gain invaluable industry experience, enhance your resume, and build professional networks that last a lifetime. Our internships provide hands-on experience and the chance to work on projects that matter. Leadership and Development Cisco is committed to fostering leadership skills and providing employees with the training needed to succeed. Our leadership programs help you develop new skills, manage teams effectively, and lead with confidence. Cisco’s commitment to professional development ensures that your career path is as dynamic as our technologies. Benefits and Culture Cisco understands the importance of a balanced life. Our benefits package is designed to ensure that our team members are healthy, happy, and secure. At Cisco, you’ll find a supportive culture that encourages open communication, teamwork, and mutual respect. Stay Connected Join Cisco’s Talent Network Stay informed about new positions that match your skills and interests. At Cisco, we value the curiosity and unique perspectives of our team members. Subscribe to receive personalized job alerts and insider tips directly from our hiring managers. Explore Cisco Jobs Ready to advance your career at Cisco? Search open positions, prepare your resume, and get ready for an interview that could lead to your next big opportunity. At Cisco, we’re not just filling positions—we’re investing in leaders. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await you at Cisco.
Learn more about Cisco
Size
79,500 employees
Market Cap
$194.5 billion
Industry
Net Income
$10.1 billion
Founded
2014
5 Year Trend
+1.4%
Revenue
$48 billion
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