Leader, Customer Success (Portugal)

Who We Are

Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network – even the ones they don’t own. Powered by AI and an unmatched set of cloud, internet and enterprise network telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and remediate issues – before they impact end- user experiences.

ThousandEyes is deeply integrated across the entire Cisco technology portfolio and beyond, helping customers deploy at scale while also delivering AI-powered assurance insights within Cisco’s leading Networking, Security, Collaboration, and Observability portfolios.

About The Role

As the Scale Customer Success Leader for EMEA, you will be tasked with leading and supporting an outstanding team of Scale Specialists responsible for driving adoption and long-term value realization for ThousandEyes EMEA based customers. The team partners cross-functionally with every part of the company (Product, Engineering, Marketing, Sales, Partners, Cisco Account Managers etc.) to advocate for our customers and ensure a high-quality experience throughout their lifecycle as a ThousandEyes customer. You will lead a key portion of our global business revenue with a focus on overall adoption, value realization, success planning, & renewals.

What You’ll Do

You will lead and directly manage a team of Customer Success Scale Specialists including recruiting/hiring, development, and performance management. Own success metrics for EMEA specifically GRR and NRR and associated leading indicators of success; 

• Be a key member of the CS leadership team & the voice for Customer Success Management at ThousandEyes.
• Identify customer trends, successes, and challenges to leadership and present a point of view on how to standardize and innovate how we deliver success and services
• Ensure timely and accurate forecasting for the team 
• Partner with the EMEA sales team to drive retention and expansion within your market
• Master ThousandEyes value proposition and use cases to become a trusted advisor to our customers 
• Act as executive sponsor for high-value client renewals and negotiations.
• Provide relevant executive updates and escalation on technical sales opportunities 
• Proven success working within a highly matrixed organization and establishing positive relationships across all functions (Product, Professional Services, Marketing, Operations etc)
• Oversee the process of conflict resolution with clients and internal/external stakeholders
• Help develop campaigns and playbooks to continue 1:Many strategy across the region (digitally led customer success)

 Qualifications:

• At least 2-3 yrs + working as Team Manager - in Customer Success function strongly preferred
• You've got a track record of strong leadership skills, building effective teams, creating and communicating a compelling vision for the organization, mentoring sales representatives, and achieving significant results.
• Proven experience in Account Management, Customer Success, Sales, or related field 
• Experience with renewals, adoption, cross-sell and upsell
• A deep understanding of the customer journey and what success means in Enterprise SaaS
• A customer-focused mentality and passion for our customers’ success with the ability to balance the needs of the customer with those of the business 
• A consistent track record of operational excellence (KPIs, process improvement, etc.)
• Recruited, groomed and led teams in a fast paced environment, including the ability to excel in a high-growth company that requires rapid iteration and constant evolution
• Data-driven with strong analytic background
• Proficiency with CRM tools (Salesforce, Catalyst, Gainsight etc.)
• Experience creating and delivering presentations 

**** The applicants must be already based in Portugal ******

Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. That's why Cisco is expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.
We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification. Research shows that people from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy. We urge you not to prematurely exclude yourself and to apply if you're interested in this work.

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 employment, on a case-by-case basis, qualified applicants with arrest and conviction records.    

Message to applicants applying to work in the U.S.:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.