Customer Experience Customer Success Specialist

Job Description

About Cisco: At Cisco, we know that technology can connect us, empower us, and drive us. By simplifying powerful technology, we can free hardworking people to focus on their mission. As the fastest growing cloud-managed networking team in the world, our products and technology architecture are changing the face of enterprise networking and making cloud-managed IT a reality.

We are looking for an ambitious Customer Success Specialist to join our team to drive greater customer value by bringing Cisco’s best ideas with innovations and capabilities to the highest value customers. The Customer Success Specialist will act as the primary advocate for our customers, championing their success by aligning their goals with Meraki's capabilities.

This role requires a proactive approach to understanding customers’ unique challenges, identifying opportunities for growth, and delivering tailored strategies to ensure they achieve measurable outcomes. By leveraging your expertise in customer engagement, analytics, and technical acumen, you will empower customers to unlock the full potential of the Meraki platform while driving long-term adoption and loyalty. Your ability to navigate complex organisational environments, build trust, and communicate value will be instrumental in fostering meaningful partnerships and delivering transformational results for our customers.

What You'll Do: As a Customer Success Specialist (CSS), you will play a foundational role in driving customer adoption and ensuring positive customer outcomes across the Meraki platform. Your responsibilities will include:

• Driving customer adoption across the Meraki platform, helping customers understand and utilise core features and functionalities that ultimately improves their end user experience.

• Building and executing concurrent high-touch customer adoption strategies, including setting tangible metrics to track progress and demonstrate value across a moderately-size portfolio.

• Understanding how the Customer Success Adoption Motion, Customer use cases and Cisco CX services portfolio can benefit customers and partners.

• Identifying, engaging and building rapport with customers’ primary stakeholders to understand their business challenges and objectives.

• Collaborating across internal teams to deliver aligned, end-to-end solutions while focussing on success planning and customer enablement.

• Understanding the scope of the CSS role and proactively deflecting out-of-scope activities.

Who You Are: We are looking for a motivated individual with a foundational understanding of Customer Success principles and a passion for helping customers succeed. Ideally, you will have:

• Japanese fluency is a must. English is a plus.
• Bachelor's degree plus 7 years of related experience, or Master's degree plus 4 years of related experience, or PhD plus 1 year of related experience, or equivalent relevant work experience. Professional level (e.g., CCNP) or equivalent relevant certification expected. Business Intelligence/analytics experience is a plus.
• An understanding of Cisco Meraki products, their key features, and updates, with an ability to explain primary use cases and simple technical concepts.
• An ability to understand customer businesses and industries and execute technical adoption plans to meet their specialised needs.

• A demonstrated ability to build trust with customers and partners and effectively engage primary stakeholders.

• The capability to set basic success metrics for adoption strategies and understand Meraki Portfolio and CX Services Spend & ARR.

• An ability to clearly and concisely convey technical concepts and advocate for customer needs within Cisco.

We believe in fostering a diverse and inclusive workplace. If you're excited about this role but your experience doesn't perfectly align with every qualification, we encourage you to apply anyway. You might be just the right candidate for this or other roles.

Why Cisco: Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, colour, 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.

At Cisco Meraki, we don't just accept difference - it's one of our key values. Everybody In means we listen to each other's opinions. Everybody is accepted and valued here, and we are a team that works as one towards our goals. We recognise that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

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.