By joining us, you'll work in a dynamic and innovative environment that values simplicity and customer centricity and work to foster an integrated, outcome-driven approach to customer engagement. Ensure that every interaction is aligned with the customer’s needs and accelerates their ability to realize outcomes effectively.
We celebrate diversity and believe that varied perspectives drive innovation and excellence. You'll collaborate with cross-functional teams focused on technology service delivery and software adoption leveraging data-driven insights to create a seamless customer experience.
Be part of a high-energy team that prioritizes innovation, empowerment, diversity, and growth. Together, we'll set new industry standards and redefine the future of customer experience. If you're passionate about making a difference and eager to be at the forefront of CX innovation, here is the place for you!
Your Impact
As the Director - Customer Experience, you will be the leader of a team with Customer Experience Principals/Managers (CXM), Customer Success Managers (CSMs), and Customer Program Manager (CPM) resources. You will play a pivotal role in working with customers via your team to drive adoption, managing the CX services business and drive the growth of our business. You will take end to end ownership including revenue and P&L for your customer segment team.
You will be the executive contact for customers that your team are aligned to and will support your team to develop strategies that will enable success. You will be responsible for ensuring the delivery of outcomes the customer is expecting from the Cisco Portfolio.
You will support CX teams to engage with both executives and technical partners within the customer to ensure the execution of:
* Adoption of software, services and value realization leading to successful renewal and growth.
* Mitigation of renewal risk throughout customer journey and in alignment with Renewals teams.
* Strong executive and technical influence with customers and understanding their business challenges and objectives.
* Advocate for the customer within Cisco across functions (e.g. Business Units, Finance, Sales) where necessary.
* Accountable services revenue, margin and software adoption KPIs across the customers within your segment portfolio.
* Support teams to build and execute Technical Adoption Plans in partnership with CSS that align with customer goals.
* Align Delivery, Partner, Architecture, and Customer Success functions to support your customers’ portfolio adoption and usage.
* Stay up-to-date with the latest Cisco technologies, competitive landscape, and industry trends to provide expert mentorship to customers and team members.
You will model leadership and accountability through achieving financial and customer satisfaction targets for the accounts in your stewardship. You will support your team in proactively taking accountability for achievement in their accounts. You will be a strategic thinker, helping your team align their actions with broader business objectives. You will model making decisions based on data insights that consider positive long-term impact. You will foster a collaborative team environment, build trust, and ensure teams work effectively together. You will use your strong communication skills to motivate teams and influence stakeholders.
Who You'll Work With
In this role, you will be the leader of a team with Customer Experience Principals/Managers (CXM), Customer Success Managers (CSMs), and Customer Program Manager (CPM) resources. You will provide executive stakeholder management of Customer Technical and Operational Leaders and Executives. You will collaborate with CX teams and Partners to drive value realization. You will collaborate with Sales, Renewals, the SDA team, and Deal Acceleration teams to assist in driving ARR and services growth.
Minimum Qualifications
- Bachelor’s degree in engineering, Computer Science, Business, or related field preferred; advanced degree or industry certifications are a plus.
- Possess 15 + years of experience and solid understanding of Cisco technologies and architectures across Networking, Security, Collaboration, Cloud, Automation, Observability, and Software/Subscription business models.
- Good understanding of Enterprise industry trends, digital transformation, cloud networking, AI-driven operations, and managed services across ASEAN markets. You are a strategic problem solver with a strong background in customer success and technology adoption.
- You possess excellent communication and relationship-building skills, enabling you to develop and build partnerships with our customers, your team and cross-functional leaders.
- You're confident delivering financial KPIs and making strategic investment decisions. You have a demonstrated understanding of software and service adoption, mitigating renewal risks, and improve customer dedication.
- You have a deep understanding of Cisco, our technology, and the industry landscape, while representing Cisco at executive levels with our customers.
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.
Skills Required
- Proven experience leading Customer Success, Customer Experience, or Customer Success Management teams
- Demonstrated ability to own revenue, P&L, and financial KPIs for a customer segment
- Track record driving software and services adoption, renewals, and account growth
- Executive stakeholder management and ability to influence customer executives and technical leaders
- Strong cross-functional collaboration with Sales, Renewals, Delivery, Partners, and Architecture teams
- Data-driven decision making and use of insights to drive customer outcomes
- Deep understanding of Cisco technologies, competitive landscape, and industry trends
- Excellent communication, relationship-building, and team leadership skills
Cisco Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cisco and has not been reviewed or approved by Cisco.
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Healthcare Strength — Health coverage is described as robust with multiple plan options and access to onsite/virtual LifeConnections Health Centers on major campuses. Company materials also highlight mental-health resources and comprehensive preventive care, supporting strong core medical benefits.
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Leave & Time Off Breadth — Time away includes company‑wide recharge days, a paid birthday, a year‑end shutdown, and paid Critical Time Off for emergencies. Paid volunteer days further expand opportunities to step away and recharge.
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Parental & Family Support — Policies include a global minimum for paid parental leave for primary caregivers, caregiving concierge services, and on‑site children’s learning centers in select locations. In the U.S., family‑building support is consolidated under Carrot with a defined lifetime maximum, indicating structured assistance across fertility, preservation, adoption, and surrogacy.
Cisco Insights
What We Do
Cisco (NASDAQ: CSCO) enables people to make powerful connections--whether in business, education, philanthropy, or creativity. Cisco hardware, software, and service offerings are used to create the Internet solutions that make networks possible--providing easy access to information anywhere, at any time. Cisco was founded in 1984 by a small group of computer scientists from Stanford University. Since the company's inception, Cisco engineers have been leaders in the development of Internet Protocol (IP)-based networking technologies. Today, with more than 71,000 employees worldwide, this tradition of innovation continues with industry-leading products and solutions in the company's core development areas of routing and switching, as well as in advanced technologies such as home networking, IP telephony, optical networking, security, storage area networking, and wireless technology. In addition to its products, Cisco provides a broad range of service offerings, including technical support and advanced services. Cisco sells its products and services, both directly through its own sales force as well as through its channel partners, to large enterprises, commercial businesses, service providers, and consumers.
