Customer Experience Customer Success Specialist - Security

Job description

Meet the Team The Cisco Customer Experience (CX) organisation is one of Cisco’s fastest-growing teams, with a clear purpose: helping customers get real, lasting value from their Cisco investments. We work at the crossroads of technical knowledge and business understanding, partnering with customers to improve how they operate and achieve outcomes that matter to them. The Customer Success Specialist (CSS) team is a collaborative group of technical advisors who bring deep product knowledge and a genuine curiosity about customer success; We work side-by-side with customers to guide them, not from the sidelines. We are part of a global community that shares adoption approaches and learning across three areas of focus: Networking, Security, and Cloud & AI Infrastructure. If you enjoy working through sophisticated technical challenges, contributing to how Cisco’s products improve over time, and collaborating with curious, knowledgeable colleagues, this team is a great fit. Your Impact As a Customer Success Specialist, you will serve as a strategic advisor and technical expert, leading targeted engagements that accelerate product adoption and drive measurable business value for Cisco’s customers. You will lead the full adoption journey, from baselining customer environments and building onboarding roadmaps to facilitating executive-level workshops and providing feedback that directly crafts Cisco’s product roadmap. Success in this role means customers move from purchasing a solution to actively realizing its value, with you as the trusted guide at every step. Your influence extends well beyond individual engagements: as the “voice of the customer,” your insights will advise Cisco Engineering and Product Management on challenges and opportunities across the product portfolio. Lead high-impact workshops, Expert-Insight-Series (EIS) sessions, and Accelerators tailored to diverse customer needs, from foundational product awareness to sophisticated feature adoption, while proactively providing feedback to CX Product Management to improve these offerings. Accelerate value realization by applying validated adoption frameworks to help customers bridge the gap between purchasing a Cisco solution and achieving their desired business outcomes, including baselining environments and developing comprehensive onboarding journeys. Identify and mitigate adoption risks, such as low technical usage or integration barriers, by handling customer expectations and resolving issues promptly to ensure a successful customer journey. Document adoption plans, site matrices, and multi-functional communications to build detailed roadmaps, ensuring all project collaborators remain aligned at every stage of the onboarding lifecycle. Guide customers on strategic and tactical decisions, lead architectural initiatives, and incorporate Cisco validated designs to ensure successful, long-term product utilization. Minimum Qualifications Core Solutions: Expert knowledge of Cisco Secure Access, Umbrella, DUO, ISE, NGFW, and Secure Workload. Advanced Features: Practical experience driving adoption of XDR/SNA and advanced firewall capabilities. Lifecycle Management: Proven ability to transition customers from foundational use to ongoing adoption of advanced security features. Experience: 7–10+ years in technical consulting or security-focused customer-facing roles. Education: Bachelor’s degree in Engineering or Computer Science; Master’s preferred. Certifications: CISSP or CISM preferred; CCIE or Cisco Certified Success Specialist suggested. Demonstrate expert-level knowledge in the specialized technical tracks, focusing on adoption challenges: Security track: Solid understanding of Cisco Secure Access, Umbrella, DUO, ISE, Next Generation Firewall, Secure Workload, and XDR/SNA, with experience supporting customers through onboarding and into ongoing adoption of advanced security features. Preferred Qualifications Master’s degree or equivalent experience in Engineering, Computer Science, or a related field. Multiple advanced certifications (CCIE, CISM, CISSP); Cisco Certified Success Specialist certification strongly preferred. Experience contributing to the broader professional community, such as through shared frameworks, external presentations, or published thinking. Experience supporting the development of senior technical specialists and contributing to team-wide capability. Breadth of experience across multiple technical tracks (Networking, Security, Cloud & AI Infrastructure), with the ability to draw on cross-domain knowledge in customer conversations Why Cisco? At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you.