Digital Customer Success Specialist
About The Position
The Digital Customer Experience (DCX) team serves as the CX strategic engine for end-to-end digital campaign excellence at scale. We are responsible for designing, building, managing, and optimizing digital customer lifecycle adoption journeys for the CX Networking, Data Center and Security product portfolios to drive product adoption and value for customers, achieve ARR in green targets, de-risk renewals, and accelerate frictionless renewals through a digitally driven motion. We maximise AI-driven insights, agentic orchestration and hyper-personalization to drive success through a variety of channels including dynamic emails, in-product, virtual events, community, social and dynamic guided resource experiences. We are committed to providing transparent visibility into campaign performance, maximising data to inform strategy, and demonstrating impact. To achieve this, we foster close, collaborative partnerships with a wide array of internal stakeholders, including Product Marketing, Product Management, Content Marketing, Brand and Creative, Web, Channel, CX Program, Partner and Sales teams. This cross-functional alignment is crucial for ensuring seamless execution and consistent messaging across global and regional efforts. Ultimately, from the initial strategic conception through to final execution, our team is dedicated to bringing the customer journey to life, ensuring that every customer lifecycle initiative is interconnected, rigorously measured, and demonstrably impactful in achieving business objectives.
Requirements
- Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
- Minimum of four (4) years of experience managing integrated marketing campaigns from inception to completion.
- Minimum of four (4) years of experience managing marketing project timelines, email campaigns, and virtual customer events.
- Demonstrated proficiency in marketing analytics and automation platforms (e.g., SalesForce, SFMC, Eloqua, Adobe, Google Analytics, Webex, Project Management, Tableau, AI assistants) for performance tracking and optimization.
- Experience managing marketing campaigns with a global or multi-regional scope.
Responsibilities
- Drive the successful planning, execution, and optimization of product adoption and value realization for all Cisco customers, at scale, maximising AI-driven insights, agentic orchestration, and hyper-personalized digital engagement to accelerate outcomes, drive growth and secure renewals
- Oversee the complete management of specific customer lifecycle adoption campaigns, from initial strategy and planning through execution, measurement, and reporting.
- Manage multiple campaigns at once, guiding cross-functional teams to ensure timely and high-quality delivery.
- Ensure campaigns launch on time and within budget, achieve or exceed defined goals (e.g., reach, engagement, adoption score, renewals), show clear return on investment, and receive positive feedback from stakeholders.
- Continuously improve campaign processes and performance.
Benefits
- medical insurance
- dental insurance
- vision insurance
- 401(k) plan with a Cisco matching contribution
- paid parental leave
- short-term disability coverage
- long-term disability coverage
- basic life insurance
- 10 paid holidays per full calendar year
- 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
- 16 days of paid vacation time per full calendar year (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
- annual bonuses (for non-sales roles)
- performance-based incentive pay (for sales roles)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
