Customer Success Manager

We are looking for an enterprise level Customer Success Manager (CSM) to bring Meraki’s best ideas, innovations, and capabilities to our highest value accounts. The CSM will influence adoption, retention, and expansion through relentless advocacy and leveraging internal resources. The key focus of this role is working in partnership with customers to deliver value proactively. As part of the Support organization, the CSM will arrive at that partnership through post-sale enablement and solution finding. As we work to strengthen our proactive motion, we’re looking for a CSM with enthusiasm and ideas to contribute toward that vision.

Responsibilities

• Learn the Meraki platform and product line to guide customers toward positive business outcomes
• Collaborate with internal teams to find solutions to complex customer problems and manage the path to resolution
• Partner with Sales to develop tight customer relationships and identify opportunities for expansion
• Maintain strategic alignment with customers through consultation, success planning, and conducting QBRs
• Act as the voice of the customer within Meraki, staying on the pulse of customers’ needs and providing valuable feedback internally
• Participate in the continued growth of Customer Success at Meraki by contributing ideas and energy to various projects as assigned

Minimum Requirements

• 5 year experience in a Customer Success Management role
• Ability to break down and communicate complex ideas concisely (experience with technical communication a plus)
• Exceptional written and verbal English and well-refined presentation skills to C-level executives
• Proficient with Salesforce, Tableau, Snowflake, SQL & Microsoft Suite including Excel and Sharepoint along with strong data analytics knowledge
• Willingness to travel up to ~10% (dependent upon customer needs and current safety considerations)

Characteristics We Are Looking For

• Positive attitude
• Empathetic
• Tech curious and always learning
• Takes initiative and ownership
• Organized, efficient, accurate
• Highly professional
• Committed to quality
• Goes the extra mile

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.

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

The starting salary range posted for this position is $94,200.00 to $125,000.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.

Individual pay is determined by the candidate’s hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
• Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
• Additional paid time away may be requested to deal with critical or emergency issues for family members
• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.

Employees On Sales Plans Earn Performance-based Incentive Pay On Top Of Their Base Salary, Which Is Split Between Quota And Non-quota Components, Subject To The Applicable Cisco Plan. For Quota-based Incentive Pay, Cisco Typically Pays As Follows

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;
• 1.5% of incentive target for each 1% of attainment between 50% and 75%;
• 1% of incentive target for each 1% of attainment between 75% and 100%; and
• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area $117,600.00 – $171,500.00

Non-Metro New York State & Washington State $102,400.00 – $165,800.00

• For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.
• Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.