Customer Experience Customer Success Specialist

Cisco•Austin, TX

8d•Remote

About The Position

The application window is expected to close on: 10/20/2026. This role is for someone passionate about Secure Email and energized by helping customers get real value from their technology. We're looking for a technically sharp, customer-focused innovator who turns adoption challenges into wins. If you pair a firm technical foundation with genuine relationship-building skills — and you're eager to grow — let's talk. As a Customer Success Specialist, you'll drive adoption and value realization across Cisco Security solutions, leading to successful renewals and business growth. Using AI-driven insights and a deep understanding of customer environments, you'll tailor adoption strategies, build and execute Technical Adoption Plans (TAPs), and become a trusted advisor to customers and internal teams alike. You'll also serve as a bridge between customers and Cisco's product teams — surfacing feedback, driving usability improvements, and helping customers get the most from their security investments.

Requirements

Familiarity with Secure Email solutions like Cisco Email Protection and Email Threat Defense, and a genuine enthusiasm for the space.
A firm technical background paired with strong customer-facing soft skills.
A hunger for innovation and a proactive, ownership mindset.
The ability to build trusted advisory relationships and influence technical decisions.
Bachelor's + 5 years related experience, or Master's + 3 years, or PhD + 0 years, or equivalent relevant work experience.
Professional-level certification (e.g., CCNP) or equivalent expected.
Substantive experience with one or more Email Security products
Experience with AWS and Azure management and VM deployment
Python scripting
Demonstrated AI tool usage in projects and automation

Nice To Haves

Experience with Linux administration or other NIX OSes
Experience with Web Security appliances or solutions (WSA)
Experience with Cisco Secure Endpoint

Responsibilities

Own adoption for a portfolio of mid-sized customers, managing multi-product deployments and using AI-powered analytics to guide engagement.
Build and drive TAPs aligned to customer goals, spotting adoption blockers, recommending accelerators, and partnering with CXMs.
Deliver technical enablement through tailored sessions, demos, and 1:many Expert Insight Series.
Run demo environments — configure and maintain test setups, troubleshoot issues, and showcase key features.
Maintain customer profiles, gathering operational insights and applying AI-driven recommendations to improve product use.
Follow up post-session to sustain adoption momentum, answer questions, and support strong CSAT outcomes.
Facilitate alignment workshops to review progress and drive expected customer outcomes.
Collaborate with your team for innovation and the best customer outcomes — we support each other.
Partner across teams — Support, Sales, Engineering, Partners, and GTM — to resolve issues and uncover value-driving use cases.
Inform product development by sharing customer feedback and competitive observations, and working with Product teams on systemic challenges.
Stay current with the latest Cisco technologies, AI advancements, the competitive landscape, and industry trends.

Benefits

medical, dental and vision insurance
a 401(k) plan with a Cisco matching contribution
paid parental leave
short and long-term disability coverage
basic life insurance
10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday
paid year-end holiday shutdown
4 paid days off for personal wellness determined by Cisco
16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees (non-exempt employees)
flexible vacation time off program (exempt employees)
80 hours of sick time off provided on hire date and each January 1st thereafter
up to 80 hours of unused sick time carried forward from one calendar year to the next
Additional paid time away may be requested to deal with critical or emergency issues for family members
Optional 10 paid days per full calendar year to volunteer
Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
Employees on sales plans earn performance-based incentive pay on top of their base salary