Customer Experience Manager

Cisco
Japan
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 12+ yearsEducation: bachelorsSkills: ["Stakeholder management","Strategic planning","Data-driven decision making","Cross-functional collaboration","Customer advocacy"]

Drive customer adoption of Cisco software and services by proactively managing renewal risk, retention, and growth across 2–3 accounts. Serve as a technical and executive advisor, aligning customer objectives with Cisco strategies while advocating internally. Own account financial outcomes, lead E2E adoption planning and customer value workshops, and use AI-driven insights and automation to anticipate risks and recommend interventions that improve onboarding, adoption, satisfaction, and renewals.

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Cisco
Cisco
2 months ago

Customer Experience Manager

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Last checked: 6 hours agoStatus: Live

Job Summary

Drive customer adoption of Cisco software and services by proactively managing renewal risk, retention, and growth across 2–3 accounts. Serve as a technical and executive advisor, aligning customer objectives with Cisco strategies while advocating internally. Own account financial outcomes, lead E2E adoption planning and customer value workshops, and use AI-driven insights and automation to anticipate risks and recommend interventions that improve onboarding, adoption, satisfaction, and renewals.
Location: Japan
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Lead creation and execution of end-to-end adoption plans across 2–3 accounts aligned to customer goals and measurable outcomes.
  • •Accountable for defined-account financials (services revenue and margin) and strategic investment decisions.
  • •Oversee service performance and customer outcomes by identifying risks and recommending mitigation actions across accounts or regions.
  • •Develop and execute targeted adoption strategies using metrics and business intelligence to reduce churn and maximize renewal potential.
  • •Coordinate Cisco teams and partners to integrate Technical Adoption Plans into end-to-end customer plans, leading customer value workshops and CBRs to review progress and outcomes.

Key Requirements

  • •Bachelors + 12 years of related experience, or Masters + 8 years, or PhD + 5 years, or equivalent relevant work experience.
  • •Associate level (e.g., CCNA) or equivalent relevant certification expected.
  • •Industry trend certifications.
  • •Demonstrated ability to lead end-to-end adoption plans tied to customer goals and measurable outcomes.
  • •Strong technical expertise in Cisco’s network, software, and technology products to enable technical adoption across accounts.
Experience:12+ years
Education:Bachelor's
Skills:Stakeholder managementStrategic planningData-driven decision makingCross-functional collaborationCustomer advocacy
Certifications:CCNA
Tech Stack:AIAutomationDashboardsDigitization

Company Brief

Cisco
Global technology company that designs, manufactures, and sells networking hardware, telecommunications equipment, and high-technology services and products for enterprises, service providers, and governments worldwide.
Industry: Networking Equipment
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 1984
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Glassdoor: 4.0
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