Customer Experience Manager - Splunk (remote)

Customer Success Manager

The Customer Success team at Splunk, a Cisco company, partners directly with enterprise organizations to accelerate digital resilience and maximize the business value of their technology investments. We serve as trusted strategic advisors, guiding customers through transformative adoption journeys across cybersecurity, observability, and IT operations platforms. Our team culture is collaborative, customer-obsessed, and agile, combining deep technical domain expertise with consultative relationship-building. Working at the forefront of the Cisco and Splunk integration, you will help leading global enterprises solve complex operational challenges, optimize data utilization, and achieve measurable business outcomes.

Serve as a strategic advisor to enterprise customers, developing customized success roadmaps and adoption plans that directly align with executive business priorities. Partner cross-functionally with Account Executives, Technical Services, and Product Specialists to deliver targeted resources, mitigate operational onboarding risks, and drive long-term value realization. Lead structured Executive Business Reviews (EBRs) and milestone assessments to articulate measurable ROI across Security, IT Operations, DevOps, and Observability domains. Conduct customer discovery sessions to uncover operational bottlenecks, propose high-impact data utilization strategies, and accelerate recurring renewal velocity.

Minimum Qualifications:

• Minimum 10 years of professional experience in customer success management, technical consulting, professional services, or enterprise technical support.
• Minimum 3 years of experience managing accounts or deploying technical solutions within Cybersecurity, IT Operations, Observability, or DevOps environments.
• Minimum 3 years of experience managing enterprise customer accounts, strategic customer journeys, or multi-stakeholder technical projects.
• Experience preparing and delivering Executive Business Reviews (EBRs/QBRs), milestone-based adoption plans, or value realization frameworks to customer leadership.
• Ability to travel up to 25% for on-site customer engagements, executive briefings, and strategic planning sessions.

Preferred Qualifications:

• Hands-on experience utilizing Splunk Enterprise/Cloud, SIEM platforms, observability tools, or big data analytics architectures.
• Prior professional experience in team leadership, talent mentoring, or technical project management.
• Demonstrated ability to articulate complex technical value propositions to C-Suite executives, product owners, and technical decision-makers.
• Experience coordinating cross-functional resources across Sales, Product Engineering, and Technical Support to resolve customer operational roadblocks.
• Bachelor's degree in Computer Science, Information Systems, Business Administration, or relevant industry certifications (such as Splunk Certified Core Consultant, ITIL, or PMP).