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Cisco ThousandEyes United States, Georgia, Atlanta 110654963
30.06.2025
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What You’ll Do
- Develop and execute comprehensive account strategies to promote long-term success, adoption, and retention.
- Own and manage a portfolio of customers that require both high-touch and scale engagement methods.
- Conduct strategic touchpoints including monthly check-ins, QBRs, platform health checks, and de-risking motions.
- Proactively identify customer risks before they surface; mobilize and project manage internal teams to address issues swiftly and effectively.
- Drive adoption of key platform features that enhance customer outcomes and improve retention.
- Ensure customers achieve success with ThousandEyes use cases, validated through business metrics and data insights.
- Deeply understand each customer’s business, market conditions, technology stack, and key stakeholders to identify expansion opportunities and potential for vendor consolidation.
- Forecast and track customer sentiment, product utilization, and key health indicators.
- Partner with Pre-Sales and Adoption Engineering teams to drive collaboration, expansion, and successful renewals.
- Serve as the voice of the customer, collecting product feedback and prioritizing requirements based on risk, urgency, and revenue impact.
- Set appropriate expectations with customers while coordinating internal resources to deliver high-impact items.
- Help manage escalations and ensure timely resolution of critical customer issues.
Qualifications
- At least 3 years of experience in Customer Success, Account Management, or Renewals in a SaaS environment.
- Strong understanding of the SaaS customer lifecycle, including risk identification and mitigation.
- Proven success managing customer portfolios through both high-touch and scale strategies.
- Excellent communication, listening, negotiation, and presentation skills.
- Fluent in spoken and written English, with the confidence and presence to engage executive stakeholders.
- Must be available and ready to work during core U.S. business hours.
- Organized, proactive, and highly accountable with strong project management and multitasking skills.
- Collaborative and cross-functional, with the ability to influence across internal teams.
- Proficient in CRM tools like Salesforce and data-driven in your approach.
- Technically curious and able to understand and explain software and cloud technologies.
- Data-driven with the ability to interpret and act on customer insights and performance metrics.
- Bachelor’s degree preferred or equivalent experience in SaaS and cloud-based solutions.
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