Customer Experience Customer Success Specialist

Application window closes on: 10/20/2026

Why This Role

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.

About the Role

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.

What You’ll Do

• 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 work with Product teams on systemic challenges.
• Stay current with the latest Cisco technologies, AI advancements, the competitive landscape, and industry trends.

What We’re Looking For

• 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.
• Minimum Qualifications: 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.

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. For 40 years we’ve created solutions that power how humans and technology work together across the physical and digital worlds, delivering unparalleled security, visibility, and insights across the entire digital footprint. Our global network of doers and experts means limitless opportunities to grow and build, collaborating with empathy to make big things happen on a global scale.

Pay

Starting salary range for U.S. and Canada locations: $98,200 – $130,900 (excluding incentive compensation, equity, or benefits). Specific state ranges include:

• New York City Metro Area: $122,000 – $177,800
• Non‑Metro New York State & Washington State: $110,100 – $160,400

Benefits

• Medical, dental, and vision insurance.
• 401(k) plan with Cisco matching contribution.
• Paid parental leave.
• Short‑ and long‑term disability coverage.
• Basic life insurance.
• Eligibility for Cisco restricted stock unit grants.
• 10 paid holidays per calendar year + 1 floating holiday (non‑exempt).
• 1 paid day off for employee’s birthday, year‑end holiday shutdown, and 4 wellness days.
• Non‑exempt: 16 days of paid vacation per year (accrued at 4.92 hours per pay period).
• Exempt: Flexible vacation time off program (no defined limit, subject to availability).
• 80 hours of sick time on hire date and each January 1, with carry‑forward of up to 80 hours.
• Additional paid time for critical or emergency family issues.
• 10 paid volunteer days per year.
• Eligibility for annual performance bonuses (non‑sales roles).