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Cisco Customer Success Manager - Cloud Security in Boston, Massachusetts

This position is for you, the creative, dynamic, driven person with a high EQ and a desire to learn. You’re innately curious, empathetic, and organized. You get a kick out of shifting gears all day long and reaching your own goals. You’re passionate about helping others, you love to geek out over new technology or concepts, and you believe in sharing what you learn with those around you.

What You'll Do

As a Customer Success Manager for Cloud Security, you will work with new and existing accounts to ensure they are successful with and delighted by our solution. You will help onboard, deploy, and drive ongoing utilization, to make happy, successful customers. You will drive adoption and serve as your customers' advocate within our business, educating them and connecting them with new methodologies and industry developments--all to increase the value our solution delivers to their organization.

Are you good at wearing all the hats? Good! This role lets you interact with all parts of the business. Not only does it require a high-touch customer interface, but it also puts you in direct contact with Product, Sales, Renewals, Marketing, Engineering, UX, and Support. You will have the opportunity to use, showcase, and grow your account management skills, drive internal changes to better serve our customers, and be part of an amazing team of fun, energetic, and dedicated Customer Success Managers.


Build relationships with customers consistent with the Umbrella customer journey

Track onboarding progress and drive adoption

Identify and track feature requests/bugs

Provide feedback to internal teams on how Umbrella can better serve our customers

Convey relevant features/functionality to customers for their specific business needs

Generate enthusiasm and participation in beta tests, customer events, and customer advocacy opportunities

Help identify and work with account teams on cross-sell and up-sell opportunities

Identify and mitigate churn risk


4+ years' work experience in an equivalent capacity

Excellent communications skills

A true passion for customers

Experience with SaaS-based applications and services

Experience working with and Gainsight a plus

Self-Starter / High Energy / Positive Attitude / Customer Focused / Detailed Oriented

Bachelor's Degree or equivalent experience

Strong customer service, management, listening, and presentation skills

Ability to balance multiple disparate tasks

Who We Are

At Cisco Cloud Security we deliver intelligent cybersecurity for the real world, providing one of the industry's most comprehensive advanced threat protection portfolios that is integrated, pervasive, continuous, and open. With Cisco Cloud Security, you gain complete visibility into internet activity across cloud applications, all office locations, and roaming devices, plus faster threat detection and response. Cisco Cloud Security provides an effective security platform that is open, automated, and simple to use.

We’re committed to diversity. If this position excites you, but your qualifications don’t perfectly match, please still consider applying. Your unique skill set may be exactly what our team needs to excel.

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference.

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals.

And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays, and learns.

Day to day, we focus on giving. We give our best, we give our egos a break, and we give back.

We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.