Team Lead, Customer Success Manager
About the role
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
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
Experience REQUIRED
5+ years in Customer Success or Account Management
Bachelor’s degree or equivalent experience and/or military experience
2+ years of leadership or team lead experience
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
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