Team Lead, Customer Success Manager

Position Overview

Presidio is seeking an experienced Customer Success Manager to join our Lifecycle Services team. This is a hybrid leadership role where you will both lead a team of Customer Success Managers while also managing a portfolio of enterprise accounts. 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.

Key Responsibilities

• Team Leadership: Lead, mentor, and develop a team of Customer Success Managers, fostering a culture of excellence and continuous improvement
• Player/Coach Model: Actively manage your own portfolio of enterprise accounts while leading, coaching, and developing a team of Customer Success Managers – setting clear expectations, driving accountability, conducting regular 1:1s, and creating a high-performance team culture focused on customer outcomes and professional growth
• Customer Lifecycle Management: Drive adoption, renewals, and growth across the customer lifecycle from onboarding through renewal
• Enterprise Agreement (EA) Expertise: Serve as SME for Cisco and other OEM Enterprise Agreements (e.g., Palo Alto, Juniper), guiding customers on program benefits and optimization
• KPIs & Performance Tracking: Define, monitor, and report on key performance indicators to measure customer health, adoption, and success outcomes
• Quarterly Business Reviews: Conduct QBRs and EBRs to demonstrate value and identify expansion opportunities
• Team Enablement: Train and certify team members on CSM methodologies, tools, and best practices across Cisco, Palo Alto, Juniper, and other OEM platforms
• Cross-Functional Collaboration: Work with Sales, Technical Services, and Overlay teams to ensure seamless customer experiences

Required Qualifications

• Experience: 5+ years in Customer Success or Account Management
• Bachelor’s degree or equivalent experience and/or military experience
• Leadership or team lead experience: 2+ years
• Proven track record of managing enterprise accounts
• Cisco and/or other OEM ecosystem experience (e.g., Palo Alto, Juniper) preferred

Skills

• Strong leadership and people development skills
• Excellent communication and presentation abilities
• Strategic thinking with execution focus
• Data-driven decision making

Required Competencies

• Enterprise Agreement Knowledge: Subject Matter Expert (SME) on Cisco EA programs and other OEM licensing models and consumption frameworks (e.g., Palo Alto, Juniper)
• Customer Lifecycle Mastery: Expertise in customer journey mapping, adoption strategies, and retention best practices
• Remote Leadership: Experience leading distributed teams in a remote or hybrid environment
• Cross-Team Alignment: Demonstrated ability to build strong alignment across internal teams including Sales, Overlay, and Technical Services to drive unified customer outcomes
• Executive Presence: Ability to engage confidently with C-level stakeholders, communicate value clearly, and build trusted relationships at all levels of a customer organization

About Presidio

Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success.