Customer Success Specialists (CSS), Security

Cisco - New York, NY

Full-time - Senior

New York, NY

Computer and Electronic Product Manufacturing

About the position

The Customer Success Specialist (CSS) role at Cisco is a strategic advisor and technical expert focused on enhancing customer adoption of Cisco products and solutions. This position is integral to the Cisco Customer Experience (CX) organization, where CSSs leverage their expertise to drive business outcomes and ensure successful customer engagements through consultative solutions and relationship management.

Responsibilities

• Conduct targeted consultative sessions and interactive technical presentations to increase product awareness and drive software adoption.
• Utilize deep technical knowledge and business acumen to provide consultative solutions and ensure successful customer engagements.
• Identify and mitigate renewal risks associated with low technical adoption to ensure successful product integration.
• Collaborate with Account teams, Customer Success, and Partners to enhance customer adoption and address product concerns.
• Provide feedback to Engineering and Product Management Teams for product improvements and promote the CX offer strategy.
• Guide customers on deployment decisions and long-term business outcomes, developing onboarding and adoption journeys.

Requirements

• 7-10 years of experience in technical consulting or direct customer interfacing/engagement role with a deep understanding of industry best practices related to the security domain.
• Expert-level technical knowledge in Zero Trust Network Access, Secure Firewall and Cloud Security, and SecOps.
• Proven experience engaging with key customers and applying industry best practices to drive successful outcomes.
• Delivered consultative sessions and interactive technical presentations, collaborating on quarterly business reviews (QBRs).
• Conducted product and solution demos to drive product adoption with a strong understanding of software licensing models.

Nice-to-haves

• Expert-level knowledge of integrating across multiple architectures.
• Demonstrated success with complex technologies and conducting high-risk architecture reviews.
• Expert understanding and experience with public cloud providers such as AWS, Azure, and GCP.
• Expertise in automation, including leveraging APIs and programmability to orchestrate workflows.
• Suggested Certifications: DevNet, CCNA, CCNP, or CCDP required; CCIE, CISM, CISSP or equivalent strongly preferred.

Benefits

• Inclusive workplace culture that fosters innovation and creativity.
• Opportunities for professional development and learning.
• Diversity and equality initiatives.