Customer Experience Manager

The application window is expected to close on: 07/31/2026

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received .

MEET THE TEAM At Cisco Customer Experience (CX), our mission is to put customers at the center of everything we do. We help them succeed by combining expert guidance, innovative solutions, and advanced analytics that make technology easier to adopt and enhance its value. Our team partners with organizations of all sizes and industries to accelerate outcomes, reduce complexity, and deliver measurable impact. What makes CX unique is our commitment to building lasting, positive relationships while guiding customers through every stage of their technology journey.

YOUR IMPACT Serve as the primary post-sale contact, driving customer adoption and value realization of Cisco solutions to ensure long-term success and renewals. Build trusted relationships, maximising deep product and industry knowledge to demonstrate advanced features and recommend specific solutions that achieve customer business outcomes. Proactively see opportunities to expand customer value through upselling and cross-selling, while coordinating across diverse functional teams to resolve challenges and ensure best practices are adopted. Deliver measurable customer outcomes, strengthening loyalty and securing renewals by providing an exceptional end-to-end experience.

Role Responsibilities: CX Leadership and Execution:

• Drives adoption of software, services, and value realization leading to successful renewal and growth..
• Proactively manages and mitigates renewal risk throughout customer journey and in alignment with sales and renewals teams, uses risk insights and adoption action plans to increase customer retention rates.
• Develops and maintains strong executive and technical influence with customer collaborators to understand their business challenges and objectives.
• Advocates for the customer within Cisco, ensuring their needs are met and that they receive high-quality customer experience.

Technical Leadership:

• Acts as technology evangelist between customers and Cisco's product teams, providing feedback to inform product development and enhancements.
• Stays up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to provide expert guidance to customers.
• Applies AI and automation tools to analyze customer environments, identify optimization opportunities, and streamline technical workflowsenhancing scalability, efficiency, and outcomes.

Financial & Strategic Responsibility:

• Accountable for financials including services revenue and margin, partnering with service delivery leadership, to make needed strategic investment decisions.
• Partners with CSS to integrate Technical Adoption Plans into end-to-end customer plans, aligning delivery, partner, architecture, and adoption strategies to support customer goals

Collaboration & Risk Management:

• Collaborate with sales, delivery, CS, partners, renewals and BE to identify use cases, and design and deliver solutions that drive value and business outcomes for customers.
• Leads Customer Value Workshops and CBRs to review adoption progress and drives customer outcomes and benefits expected from Cisco products and services leading to a successful onboarding, adoption, and renewals

MINIMUM QUALIFICATIONS

• Bachelor's Degree or equivalent combination of skills and experience.
• 12+ years in a customer-facing role within an IT company or enterprise IT organization.
• Demonstrable experience crafting and driving software adoption plans across diverse technology portfolios.
• Demonstrated ability to engage with both customer executives and technical leaders to advance software adoption.
• Experience leading multi-functional teams in complex, matrixed organizations.

PREFERRED QUALIFICATIONS

• Solid understanding of Cisco's technology portfolio, especially in the area of [Enterprise, Security, Data Center, Collaboration, Cloud solutions, Service Provider, etc. ]
• Industry certifications such as CCNA or relevant.
• Experience working closely with sales, renewals, and customer success teams to drive business outcomes.
• Strong communication and presentation skills.
• Passion for staying current with emerging technologies like AI, ML, automation, and cloud solutions.

Why Cisco?

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.

Message to applicants applying to work in the U.S. and/or Canada:

The starting salary range posted for this position is $152,000.00 to $193,400.00 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. 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:

$187,200.00 - $280,600.00

Non-Metro New York state & Washington state:

$171,900.00 - $256,900.00

* 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.

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