Customer Success Manager

Job Description

Job Description

Customer Success Manager (Cisco Lifecycle & CX Focus) – Ashburn, VA (Onsite)

Join our corporate team in Ashburn, VA, where collaboration, innovation, and customer impact come together. As a Customer Success Manager (CSM), you’ll play a key role in driving the full customer lifecycle for Cisco solutions—ensuring strong adoption, measurable value, and long-term satisfaction.

In this highly visible role, you will manage Cisco lifecycle programs, track performance incentives (including Lifecycle Incentives (LCI) rebates), and leverage tools like the Partner Experience Platform (PXP) to deliver meaningful insights and reporting.

You will work closely with sales, engineering, and Cisco partners in a dynamic, fast-paced office environment—aligning on customer outcomes, strengthening lifecycle engagement, and maximizing program success and profitability.

If you enjoy working cross-functionally, building relationships, and making a measurable impact from day one, we’d love to have you on our Ashburn-based team.

Customer Lifecycle Management

• Manage and track customer progression through Cisco lifecycle stages (Land, Adopt, Expand, Renew).
• Develop and maintain Customer Success Plans aligned to business outcomes.
• Ensure customers achieve desired outcomes and fully adopt Cisco solutions.
• Partner with sales and engineering teams to support long-term account growth and retention.

Lifecycle Incentives & Rebate Tracking

• Track, manage, and optimize Cisco Lifecycle Incentives (LCI), including Onboard, Use, Engage, and Adopt stages.
• Ensure all eligibility requirements, as defined in PxP, are met for rebate claims.
• Monitor deal participation and lifecycle milestone completion to maximize rebate capture.
• Collaborate internally to ensure timely submissions and approvals.

PXP (Partner Experience Platform) & Reporting

• Extract, organize, and analyze data from Cisco PXP and related tools.
• Build and maintain reporting dashboards for:

o Customer lifecycle stages and adoption progress (Adoption Dashboard Macro)

o Incentive tracking (Approval Calculator Macro)

o Renewal and expansion opportunities (Cisco IQ*, CCW-R)

• Deliver regular insights and executive-level reporting to leadership.

Cross-Functional Coordination

• Collaborate with Cisco account teams and internal stakeholders to align on lifecycle strategy.
• Work with engineering teams to ensure lifecycle requirements are integrated into project delivery when engineers are scheduled on projects.
• Coordinate lifecycle activities across Cisco architectures (Collaboration, Security, Cloud and AI Infrastructure, Networking).

Customer Engagement & Adoption

• Drive proactive customer engagement throughout post-sales lifecycle.
• Identify risks and opportunities within accounts.
• Lead lifecycle workshops, adoption reviews, and success planning sessions.

Renewals & Expansion

• Support renewals by ensuring lifecycle milestones (especially "Adopt") are met prior to renewal events.
• Identify expansion opportunities through lifecycle insights and usage trends.
• Partner with sales to influence upsell and cross-sell motions.

Process Improvement

• Improve internal processes around lifecycle tracking, reporting, and rebate capture.
• Maintain documentation of best practices and workflows.
• Stay current on Cisco lifecycle programs, tools, and updates.

Required Qualifications

• 3+ years in Customer Success, Account Management, or Program Management (preferably in IT or channel partner environment)
• Experience working with Cisco lifecycle programs, CX motions, or partner incentives (LCI preferred)
• Strong analytical skills with experience in reporting tools and data management
• Familiarity with Cisco platforms such as PXP, CX Cloud, or lifecycle tooling
• Excellent communication and stakeholder management skills

Preferred Qualifications

• Experience at a Cisco partner organization
• Understanding of Cisco architectures (Collab, Security, Cloud and AI Infrastructure, Networking)
• Experience tracking rebates, incentives, or partner program compliance
• Knowledge of lifecycle selling frameworks or Digital Lifecycle Selling Experience (DLSE)

Who We Are

DSI Tech is a Cisco Partner, generating over $228 million in revenue annually. We are an expanding company that has been providing IT solutions and services since 1991, with headquarters in the Washington, D.C. metro area.

At DSI Tech, we pride ourselves on our culture based on credibility, capability, customer service, and commitment to our talented workforce and customers. We are excited to help accelerate your career development and growth!

Benefits

DSI Tech offers a range of employee benefits, including a 401(k) plan with a 3% company match, medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance, paid time off (PTO), and 9.5 company-paid holidays. We are committed to ensuring employee satisfaction through our benefits program and fostering a friendly, team-based culture.

DSI Tech is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability, or any other characteristic protected by law.