Custumer Success Manager

DSI Tech•Ashburn, VA

27d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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)

Responsibilities

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.
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.
Extract, organize, and analyze data from Cisco PXP and related tools.
Build and maintain reporting dashboards for: Customer lifecycle stages and adoption progress (Adoption Dashboard Macro), Incentive tracking (Approval Calculator Macro), Renewal and expansion opportunities (Cisco IQ, CCW-R).
Deliver regular insights and executive-level reporting to leadership.
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).
Drive proactive customer engagement throughout post-sales lifecycle.
Identify risks and opportunities within accounts.
Lead lifecycle workshops, adoption reviews, and success planning sessions.
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.
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.