Team Lead, Customer Success Manager

Presidio, Where Teamwork and Innovation Shape the Future

At Presidio, we're at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses - and their internal customers - to achieve more through innovation, automation, and intelligent insights.

Team Lead, Customer Success Manager

Remote Position | Full-Time

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
• 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
• 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

Your future at Presidio
JoiningPresidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's possible. With our expertise AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.

Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you'll be part of a team that is shaping the future.

Ready to innovate? Let's redefine what's next-together.

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.

At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, and enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information visit

Applications will be accepted on a rolling basis.

Presidio has a strong commitment to the community we serve and our employees. As an Equal Opportunity Employer, we strive to have a workforce that includes the community we serve.

Presidio is an Equal Opportunity Employer Disability/Vets. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.

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