Customer Experience Customer Success Specialist

Cisco•San Diego, CA

About The Position

The Customer Success Specialist (CSS) serves as a strategic advisor to enterprise security executives, identity architects, and IT operations teams in Cisco’s Global Enterprise Segment Customer Success team. The role supports complex organizations as they modernize identity and Zero Trust architecture, driving adoption, reducing deployment risk, uncovering expansion opportunities, and guiding customers through important milestones such as Risk-Based Authentication, SSO/IdP integrations, and Zero Trust access. The specialist manages proactive adoption strategies and value realization across a portfolio of Fortune 500 accounts, partners with security architects to integrate Cisco Duo across hybrid environments, and leads executive business reviews that demonstrate security return on investment and identify architectural gaps. The position also uses AI and telemetry to assess account health, identify risks, and accelerate time-to-value, while contributing to team culture through peer mentoring, feedback, and knowledge sharing.

Requirements

10+ years in Customer Success, Technical Account Management, or Solutions Architecture supporting enterprise SaaS or cybersecurity.
5+ years of experience with IAM, MFA, SSO, SAML/OIDC protocols, or directory services such as Active Directory, Entra ID, or Okta.
1+ years of experience using AI tools, LLMs, or prompt-driven workflows to streamline technical tasks.
Proven experience managing enterprise relationships, conducting executive business reviews, and delivering adoption plans.
Experience analyzing telemetry and authentication logs to evaluate account health and security risks.

Nice To Haves

Demonstrated growth mindset and ability to navigate complex feedback and collaborate in a diverse team.
Practical experience building AI workflows or automation scripts to accelerate troubleshooting and reporting.
Experience with healthcare (EPCS/EHR), financial services, or regulated compliance frameworks such as FIPS, FedRAMP, HIPAA, or PCI-DSS.
Experience navigating Cisco partner ecosystems, Global Price List (GPL) models, and SaaS renewal cycles.

Responsibilities

Manage proactive adoption strategies and value realization across a portfolio of Fortune 500 accounts.
Partner with security architects to integrate Cisco Duo across hybrid environments, including Entra ID, Okta, and EHR systems.
Lead Executive Business Reviews (QBRs/EBRs) to demonstrate security ROI and identify architectural gaps.
Use AI and telemetry to analyze account health, surface risk, and accelerate time-to-value.
Drive adoption, de-risk deployments, uncover expansion opportunities, and guide customers through critical milestones.
Cultivate a collaborative culture through peer mentoring, feedback loops, and knowledge sharing.

Benefits

Medical, dental, and vision insurance, subject to plan eligibility rules.
401(k) plan with a Cisco matching contribution.
Paid parental leave.
Short- and long-term disability coverage.
Basic life insurance.
Paid holidays and a floating holiday for non-exempt employees.
Paid birthday day off, year-end holiday shutdown, and paid personal wellness days.
Paid vacation or flexible vacation time off, depending on employee classification.
Sick time off.
Additional paid time away may be requested for critical or emergency issues for family members.
Optional paid volunteer days.
Annual bonuses for eligible non-sales roles, subject to Cisco policies.
Sales-plan incentive pay for employees on sales plans, subject to the applicable Cisco plan.
Employees may be eligible for Cisco restricted stock unit grants.