Head of Digital Customer Success

Who We Are

Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network – even the ones they don’t own. Powered by AI and an unmatched set of cloud, internet and enterprise network telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and remediate issues – before they impact end- user experiences.

ThousandEyes is deeply integrated across the entire Cisco technology portfolio and beyond, helping customers deploy at scale while also delivering AI-powered assurance insights within Cisco’s leading Networking, Security, Collaboration, and Observability portfolios.

About The Role

This is a one of kind role where we are seeking our first Global Digital Customer Success Leader! You will craft and implement a scalable, digital-first CS journey that drives customer satisfaction, retention, and growth. This role will be responsible for accelerating customer outcomes through lifecycle-based digital automation and targeted interventions across a large customer base while building and leading a globally distributed team of professionals dedicated to customer success. The ideal candidate will be a visionary leader who will play a pivotal role in redefining how we engage customers at scale through intelligent segmentation, while driving operational efficiency and delivering measurable business outcomes.

What You’ll Do

• Develop and Execute Digital Customer Success Strategies
• Design a scalable, digital-first customer success model to engage and support a broad customer base and journey stages (onboarding, adoption, renewal, expansion).
• Implement and optimize segmented engagement strategies using automations, in-app messaging, lifecycle email campaigns, and self-service education.
• Develop a data-driven digital framework based on customer behavior and intent, integrating human and tech-touch strategies to deliver efficient interactions.
• Leverage customer health data and automation tools to identify risks, growth potential, and key moments of intervention.
• Establish a strong governance around digital engagement tech stack (eg: Salesforce, Groove, Gong, Pendo, Marketo)
• Drive Retention, adoption, and growth.
• Lead A/B testing of digital journeys and playbooks to drive usage, value realization, and upsell opportunities.
• Establish customer benchmarks and identify success metrics tied to time-to-value and health scores.
• Recruit, mentor and scale a team of Digital CSMs and define goals and critical metrics that align with business outcomes.
• Partner with Sales, Marketing, and Product teams to ensure seamless and impactful customer engagement.

Qualifications

• 8+ years in Customer Success, Account Management, or related fields, with at least 3 years leading teams.
• Proven experience crafting and scaling digital CS programs.
• Experience leading digital engagement strategies in a high growth SaaS environment.
• Strong analytical and data-driven approach, with experience using customer health tools and engagement platforms (e.g., Salesforce, Pendo, Gong).
• Exceptional communication and collaboration skills with cross-functional team members.
• Customer-centric mentality with a focus on building scalable processes and delivering impactful outcomes
• Proven track record of growing Customer Retention/ Gross & Net Revenue Retention, Increasing product adoption (active users, feature usage, onboarding completion), expanding account value (upsell/cross-sell), increasing Customer satisfaction metrics (NPS, CSAT).
• Built a Digital Touchpoint Engagement model (open/click rates, CTA conversion, in-app engagement)
• Implement and improve efficiency metrics, including customer-to-CSM ratios and digital engagement effectiveness.

Cisco values the perspectives and skills that emerge from employees with a diverse group of backgrounds. That's why Cisco is expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification. Research shows that people from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy. We urge you not to prematurely exclude yourself and to apply if you're interested in this work.

US – COMPENSATION RANGE – MESSAGE TO APPLICANTS

135900 - 164500 USD

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.