Cisco ThousandEyes 

United States, Georgia, Atlanta 

503514126

As a Customer Success Specialist (CSS), you will play a key role in guiding customers through their critical first milestones with ThousandEyes. You’ll ensure a seamless onboarding experience, accelerate their time to first value, and set the foundation for a lasting, successful partnership. With your support and expertise, customers will be empowered to maximize the value of our platform and achieve their business goals.

• Work closely with the Sales teams on post-sales activities, including timely handoff of new customers to understand objectives, use cases, and key contacts

• Coordinate kickoff meetings to align on customer goals, timelines, and success metrics to ensure effective onboarding and implementation

• Serve as the point of contact for customers throughout the onboarding phase, working closely with professional services and adoption teams to track the status of implementation

• Monitor the onboarding progress, ensuring milestones are met and addressing any roadblocks or potential risks promptly

• Work closely with the Customer Success teams to ensure the success of the customer journey as measured by adoption, engagement, and health metrics

• Provide account support through collaboration and development of account goals and tasks for go-to-market and/or renewal strategies

• Provide regular reporting and forecasting on customer health and usage, with data insights and analysis to identify engagement patterns and proactively address underutilization

• Own the internal communication with stakeholders and account teams to ensure effective customer communications and strategies

• Collaborate with account team members to organize proactive project campaigns, customer outreaches, check ins, and MBRs/QBRs to drive engagement and adoption

• Regularly participate and complete enablement programs to keep abreast of business and product updates and innovations, for continual learning and growth

• Highly organized with outstanding follow-up skills, ability to manage high volume of accounts

• Excellent communication and interpersonal skills, capable of building rapport with diverse stakeholders and teams

• Self-motivated, detail-oriented, and adaptable to a fast-paced, evolving environment

• 2+ years of experience in Customer Success, Onboarding, or Account Management within a SaaS environment

• Bachelor’s degree preferred or equivalent experience in SaaS and Cloud technologies

• Familiarity with customer journey mapping and success planning methodologies

• Strong analytical skills with the ability to interpret customer data and translate insights into actions

• Proficiency in English (written and communication skills)

• Experience with CRM and customer success tools (e.g., Salesforce, Gainsight, Gong, Looker)