Customer Experience Customer Success Specialist

Cisco•San Diego, CA

4d•$153,300 - $207,300

About The Position

Join Cisco’s Global Enterprise Segment (GES) Customer Success team, partnering with complex organizations to modernize identity and Zero Trust architecture. As a Customer Success Specialist, you will serve as a strategic advisor to enterprise security executives, identity architects, and IT operations teams. You will drive product adoption, reduce deployment risk, uncover expansion opportunities, and guide customers through milestones such as Risk-Based Authentication, SSO/IdP integrations, and Zero Trust access. The role also contributes to a collaborative team culture through peer mentoring, feedback, and knowledge sharing.

Requirements

10 or more years in Customer Success, Technical Account Management, or Solutions Architecture supporting enterprise SaaS or cybersecurity.
5 or more years of experience with IAM, MFA, SSO, SAML/OIDC protocols, or directory services such as Active Directory, Entra ID, or Okta.
At least 1 year 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

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.
Contribute to the team’s collaborative culture through peer mentoring, feedback loops, and knowledge sharing.

Benefits

Medical insurance
Dental insurance
Vision insurance
401(k) plan with Cisco matching contribution
Paid parental leave
Short- and long-term disability coverage
Basic life insurance
Cisco restricted stock unit grants may be available, subject to eligibility and vesting terms.
10 paid holidays per full calendar year and, for non-exempt employees, 1 floating holiday
Paid day off for employee’s birthday
Paid year-end holiday shutdown
4 paid personal wellness days
Non-exempt full-time employees receive 16 days of paid vacation per full calendar year.
Exempt employees participate in a flexible vacation time off program with no defined limit, subject to availability and business limitations.
80 hours of sick time off provided on hire date and each January 1st thereafter, with up to 80 hours of unused sick time carried forward.
Additional paid time away may be requested for critical or emergency issues involving family members.
Optional 10 paid volunteer days per full calendar year
Non-sales roles may be eligible for annual bonuses, subject to Cisco policies.
Sales-plan employees may be eligible for performance-based incentive pay.