Customer Experience Customer Success Specialist

Passionate about Secure Email and energized by helping customers get real value from their technology? We're looking for a technically sharp, customer-focused innovator who turns adoption challenges into wins. If you pair a firm technical foundation with genuine relationship-building skills — and you're eager to grow — let's talk.

As a Customer Success Specialist, you'll drive adoption and value realization across Cisco Security solutions, leading to successful renewals and business growth. Using AI-driven insights and a deep understanding of customer environments, you'll tailor adoption strategies, build and execute Technical Adoption Plans (TAPs), and become a trusted advisor to customers and internal teams alike.

You'll also serve as a bridge between customers and Cisco's product teams — surfacing feedback, driving usability improvements, and helping customers get the most from their security investments.

• You're genuinely excited by the work and bring positive energy to your customers and team.
• You listen first, understand the customer's world, and then solve.
• You're curious — always looking for a better way, a new approach, or a smarter use of AI.
• You care as much about relationships as you do about the technology.

• Own adoption for a portfolio of mid-sized customers, managing multi-product deployments and using AI-powered analytics to guide engagement.
• Build and drive TAPs aligned to customer goals, spotting adoption blockers, recommending accelerators, and partnering with CXMs.
• Deliver technical enablement through tailored sessions, demos, and 1:many Expert Insight Series.
• Run demo environments — configure and maintain test setups, troubleshoot issues, and showcase key features.
• Maintain customer profiles, gathering operational insights and applying AI-driven recommendations to improve product use.
• Follow up post-session to sustain adoption momentum, answer questions, and support strong CSAT outcomes.
• Facilitate alignment workshops to review progress and drive expected customer outcomes.
• Collaborate with your team for innovation and the best customer outcomes — we support each other.
• Partner across teams — Support, Sales, Engineering, Partners, and GTM — to resolve issues and uncover value-driving use cases.
• Inform product development by sharing customer feedback and competitive observations, and working with Product teams on systemic challenges.
• Stay current with the latest Cisco technologies, AI advancements, the competitive landscape, and industry trends.

• Familiarity with Secure Email solutions like Cisco Email Protection and Email Threat Defense, and a genuine enthusiasm for the space.
• A firm technical background paired with strong customer-facing soft skills.
• A hunger for innovation and a proactive, ownership mindset.
• The ability to build trusted advisory relationships and influence technical decisions.

• Bachelor's + 5 years related experience, or Master's + 3 years, or PhD + 0 years, or equivalent relevant work experience.
• Professional-level certification (e.g., CCNP) or equivalent expected.
• Substantive experience with one or more Email Security products
• Experience with AWS and Azure management and VM deployment
  Python scripting
• Demonstrated AI tool usage in projects and automation
  Preferred Qualifications:
  Bonus: Experience with Linux administration or other NIX OSes
  Bonus: Experience with Web Security appliances or solutions (WSA)
  Bonus: Experience with Cisco Secure Endpoint

At 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.

Fueled 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. 

We are Cisco, and our power starts with you. 

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks.  Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees

• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco

• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

• Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next

• Additional paid time away may be requested to deal with critical or emergency issues for family members

• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

• 1.5% of incentive target for each 1% of attainment between 50% and 75%;

• 1% of incentive target for each 1% of attainment between 75% and 100%; and

• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.