Client Outcomes Manager - Cisco

Zones.•Auburn, WA

3d•Remote

About The Position

The Client Outcomes Manager is responsible for helping clients achieve measurable business outcomes from their technology investments. Acting as a strategic advisor, the Client Outcomes Manager partners with customers, sales teams, solution architects, delivery teams, and manufacturer partners to ensure successful adoption, value realization, retention, and expansion of technology solutions. This role focuses on understanding client business objectives, developing outcome-based success plans, tracking adoption and utilization, identifying and removing barriers to success, and demonstrating measurable business value. The Client Outcomes Manager drives long-term customer relationships that increase client satisfaction, retention, advocacy, and revenue growth.

Requirements

Bachelor's degree or equivalent experience.
5+ years of experience in Customer Success, Account Management, Consulting, Program Management, or related field.
Experience managing enterprise customer relationships and executive stakeholders.
Strong analytical skills with the ability to interpret adoption and performance data.
Excellent communication, presentation, and relationship-building capabilities.
Proven ability to drive customer retention, adoption, and business growth.
Experience working within technology, cloud, networking, security, or managed services environments.

Nice To Haves

Cisco Customer Success Manager (CCSM) certification or similar customer success certification.
Experience with Cisco, Microsoft, cloud, networking, security, or digital transformation solutions.
Knowledge of customer success methodologies, value realization frameworks, and customer health management practices.
Experience supporting recurring revenue and subscription-based business models.

Responsibilities

Partner with clients to define desired business outcomes, success criteria, and value metrics.
Develop and execute outcome-based success plans aligned with customer business objectives.
Facilitate regular business reviews to assess progress, communicate value, and identify improvement opportunities.
Ensure customers realize measurable value from Zones solutions and services.
Monitor solution adoption, utilization, and customer health indicators.
Identify adoption challenges and coordinate remediation plans with internal teams.
Drive user adoption and organizational change activities that maximize customer value.
Implement customer success best practices, frameworks, and lifecycle management processes.
Build trusted relationships with executive sponsors, business stakeholders, and technical teams.
Serve as the primary advocate for customer needs within Zones.
Coordinate cross-functional resources to support client objectives and issue resolution.
Strengthen customer engagement through proactive communication and strategic guidance.
Drive customer retention and renewal success through demonstrated business value.
Identify opportunities for solution expansion, additional services, and strategic growth initiatives.
Partner with sales teams to support account growth and increased annual recurring revenue (ARR).
Contribute to reducing customer churn while increasing customer lifetime value.
Analyze adoption, usage, and customer health data to identify trends and risks.
Translate operational metrics into business insights and recommendations.
Document customer success stories, realized outcomes, and value achievements.
Maintain account success plans, risk assessments, and executive reporting.
Capture and communicate successful client outcomes.
Develop customer references, case studies, and advocacy opportunities.
Promote long-term partnerships that position customers as champions of Zones.