Customer Experience Manager

About the role

This role drives the adoption of software, services, and value realization, leading to successful renewals and growth by proactively managing and mitigating renewal risk throughout the customer journey in alignment with sales and renewals teams, leveraging risk insights and adoption action plans to increase customer retention rates.

It develops and maintains strong executive and technical influence with customer stakeholders to understand their business challenges and objectives, and advocates for the customer within Cisco to ensure their needs are met and that they receive a high-quality customer experience.

Serving as a technology evangelist between customers and Cisco's product teams, the role provides feedback to inform product development and enhancements, stays up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to offer expert guidance, and applies AI and automation tools to analyze customer environments, identify optimization opportunities, and streamline technical workflows for enhanced scalability, efficiency, and business outcomes.

Responsibilities

• Leads creation and execution of E2E plans across 2-3 accounts, strategically aligning the adoption of Cisco software and services with customer goals and driving measurable outcomes
• Applies good understanding of Cisco's product and service portfolio to drive delivery innovation, growth, and strategic alignment
• Accountable for financials for defined accounts including services revenue, margin and making needed strategic investment decisions
• Oversees service performance and customer outcomes, identifying risks and recommending mitigation actions with an impact across accounts or regions
• Demonstrates strong technical expertise in Cisco’s network, software, and technology products; integrates this knowledge to enable technical adoption across multiple accounts
• Serves as an ambassador and supports improvements to processes and tools for logging technical friction and adoption blockers; helps monitor resolution and communication of feedback
• Integrates Cisco technologies across accounts and applies AI-driven insights
• Leads collaboration with CSS, partner, BE, and delivery teams to identify and implement technology and AI-driven improvements, fostering innovation and continuous improvement across accounts
• Creates comprehensive E2E plans/strategies, in partnership with CSS, delivery, and other relevant teams, that connect adoption execution with renewal and expansion objectives across multiple accounts
• Integrates multiple adoption plans into a unified portfolio view, ensuring tactical usage activities ladder up to measurable customer value and retention targets
• Applies insights from tools, and AI-driven dashboards to anticipate renewal risks and recommend interventions
• Coordinates CX, delivery, and partner resources to execute against lifecycle milestones
• Trusted advisor to senior IT and business stakeholders, leading resources across Cisco and addressing challenges with proactive solutions to improve satisfaction
• Leads customer engagement efforts to uncover business priorities, shape success strategies, and showcase ROI/progress toward business goals
• Aligns E2E plans with both customer goals and Cisco’s strategic priorities, proactively advocating for Cisco’s key initiatives even where they diverge from customer focus
• Aligns with sales on growth opportunities and account strategies and acts as the customer’s voice within Cisco for high-priority issues
• Leads customer engagements, collaborates and communicates across internal teams and partners to ensure alignment and delivery of a unified customer experience
• Coordinates across teams during periods of high visibility outages or escalations to seek solutions
• Collaborates with customers and internal teams to deliver proactive and predictive experiences, while influencing execution through shared insights
• Applies advanced portfolio and financial expertise to make data‑driven decisions that maximize customer value and Cisco growth
• Utilizes metrics and business intelligence to develop and execute targeted adoption strategies that align with customer business objectives, reducing churn and maximizing renewal potential
• Partners with CSS and BE to implement automation and digitization strategies that support durable growth and efficiency

Qualifications

Bachelors + 12 years of related experience, or Masters + 8 years of related experience, or PhD + 5 years of related experience, or equivalent relevant work experience

Associate level (e.g., CCNA) or equivalent relevant certification expected

Industry trend certifications

Benefits

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

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

Pay

The starting salary range posted for this position is $192,300.00 to $243,800.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation, equity, or benefits

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: New York City Metro Area $192,300.00 - $280,300.00, Non-Metro New York State & Washington State $173,700.00 - $262,600.00

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