{"id":3537829,"url":"https://alion.io/job/cisco-systems-leader-customer-success","title":"Leader, Customer Success","company":{"id":90,"name":"Cisco Systems","domain":"cisco.com","url":"https://alion.io/company/cisco-systems","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":253,"ghost_share":0.047,"stale_share":0.49,"repost_share":0.083,"time_to_fill_p50_days":26,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":["MX"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-28T00:00:00Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-04T19:10:31Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Meet the Team\nJoin the Cisco ThousandEyes Customer Success team in delivering AI-powered Digital Experience Assurance across enterprise cloud and hybrid networks. Our Digital First Customer Success organization empowers thousands of global customers to maximize product value through automation, data telemetry, and proactive adoption strategies at scale. We combine the high-growth agility of a modern SaaS leader with the global reach and resources of Cisco. You will lead a passionate, collaborative team of Digital First CSMs dedicated to driving adoption, retention, and customer impact.\nYour Impact\nLead, coach, and develop a team of 5 Digital First CSMs to deliver consistent onboarding, adoption, and renewal execution across high-volume customer segments.\nOwn the team’s renewal target and revenue performance, conducting weekly pipeline inspection and forecasting across Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).\nDesign and optimize digital engagement playbooks, automated journeys, and in-app triggers to ensure scalable, high-impact customer touchpoints.\nPartner with Sales, Technical Support, and Product teams to surface early renewal risks and execute targeted retention strategies.\nAnalyze telemetry, customer health data, and KPI trends to refine digital targeting and improve overall team operational performance.\nMinimum Qualifications:\nBachelor’s degree in Business, Computer Science, Marketing, or related field (or equivalent practical SaaS industry experience).\n5+ years of professional experience in Customer Success, Renewals, Sales, or Digital Customer Engagement within a SaaS / Cloud environment.\n2+ years of direct people management experience leading customer-facing or digital account teams.\nConsistent track record of managing and owning renewal quotas, retention targets, and pipeline forecasting (GRR / NRR).\nExperience utilizing Customer Success platforms, CRMs, and forecasting tools (e.g., Salesforce, Gainsight, Catalyst, Clari, or Gong).\nPreferred Qualifications:\nFamiliarity with enterprise networking, cloud architectures, or network performance monitoring technologies.\nExperience building tech-touch automation campaigns, customer lifecycle journeys, and digital playbooks.\nStrong data-driven approach with experience translating product telemetry and engagement metrics into actionable retention programs.\nDemonstrated ability to influence cross-functional partners and lead through change in high-growth environments.\nExcellent verbal and written communication skills with the ability to coach teams through complex commercial and technical discussions.\nWhy Cisco?\nAt Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.\nFueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.\nWe are Cisco, and our power starts with you.","description_format":"text","description_chars":3465,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Network Security","Unified Communications","Endpoint Security","Observability & APM"],"lifecycle":[{"event":"open","at":"2026-10-30T18:15:54Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":7,"expected_fill_days":26,"reasons":["conf:3","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/cisco-systems-leader-customer-success","json_url":"https://alion.io/job/cisco-systems-leader-customer-success.json","meta":{"generated_at":"2026-11-04T19:33:25Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30093,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":90},"rest":"https://alion.io/mcp/rest/get_company?id=90"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcisco-systems-leader-customer-success"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcisco-systems-leader-customer-success"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcisco-systems-leader-customer-success"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cisco-systems-leader-customer-success\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcisco-systems-leader-customer-success"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3537829}},{"tool":"search_jobs","arguments":{"company":"cisco.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3537829},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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