The RolePresidio is seeking an experienced
Customer Success Manager (CSM) to join our Lifecycle Services organization. In this individual contributor role, you will own a portfolio of customer accounts and drive them through the full customer lifecycle - from onboarding through adoption, renewal, and expansion. You'll be responsible for driving customer satisfaction, retention, and growth across our Cisco-led and multi-OEM Enterprise Agreement (EA) portfolio including Palo Alto, Juniper, and other leading technology partners.
This is a Cisco and other top OEM's focused CSM function, and deep familiarity with the
Enterprise Agreement's (EA) model is essential. You will serve as a go-to expert on EA consumption, true-forward/true-up mechanics, co-term strategies, and renewal economics - helping customers maximize value and adoption across the EA portfolio.
Responsibilities Include:Customer Success & Lifecycle Management- Own and manage a portfolio of customer accounts through the full customer lifecycle.
- Drive onboarding, adoption, retention, and expansion strategies for assigned accounts.
- Build and maintain trusted relationships with customer stakeholders, from technical champions to executive sponsors.
- Conduct regular business reviews (QBRs), health checks, and adoption planning sessions.
- Identify risk indicators early and develop proactive mitigation and save plans.
- Partner with Sales, Renewals, and Technical Account teams to identify expansion and cross-sell opportunities.
- Track and report on account health, adoption metrics, and renewal forecasts.
Cisco and/or multi-OEM Enterprise Agreement (EA) Subject Matter Expertise- Serve as a primary expert on Cisco EA structure, licensing consumption, true-forward/true-up processes, and co-termination strategy.
- Guide customers through EA renewal planning, growth forecasting, and optimization of license utilization.
- Translate complex Cisco licensing/consumption data into clear guidance for customers and internal stakeholders.
- Stay current on Cisco program changes, licensing updates, and EA policy shifts.
- Collaborate with Cisco partner/vendor teams as needed on EA-related escalations.
Required Skills and Professional Experience:- Bachelor's Degree or equivalent experience and / or military experience
- 3+ years of experience in Customer Success, Account Management, or Customer Lifecycle roles.
- Demonstrated subject matter expertise in the Enterprise Agreement OEM programs- consumption models, renewal cycles, and optimization strategies
- Strong track record of managing a book of customer accounts through the full lifecycle (onboarding → adoption → renewal → expansion).
- Excellent communication and relationship-building skills; comfortable presenting to customer stakeholders at all levels.
- Data-driven approach to customer health, adoption, and renewal forecasting.
- Ability to work independently and stay organized in a remote environment.
- Must be a US Citizen
Preferred Skills and Professional Experience:- Microsoft Office Tools (e.g. Excel, PowerPoint).
- Experience with CSM/CS platforms (e.g., Gainsight, Totango, ChurnZero).
- General and Generative AI experience
Applications will be accepted on a rolling basis.
Recruitment Agencies, Please Note: Presidio does not accept unsolicited agency resumes/CVs. Do not forward resumes/CVs to our career's email address, Presidio employees or any other means. Presidio is not responsible for any feeds related to unsolicited resumes/CVs.
