ThousandEyes - Digital Customer Success Specialist
1 week ago
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
The Digital CSM is responsible for overseeing the entire customer lifecycle by leveraging technology, automation, and data to create a seamless experience across onboarding, adoption, and renewal phases. You will proactively engage with customers digitally, ensuring they receive value and meet their goals without the need for constant one-on-one communication. This role is key to scaling our customer success efforts and optimizing engagement while maintaining the human touch.
What You'll Do
Digital Engagement Strategy: Develop and execute a proactive digital communication strategy for customer segments, focusing on volume accounts. Ensure each stage of the customer journey is optimized to drive engagement, adoption, and retention.Tech Touch Execution: Utilize automation platforms and email outreach to engage customers at critical moments, ensuring personalized experiences at scale.Data-Driven Customer Success: Leverage key performance indicators to assess the effectiveness of touchpoints, such as delivery rates, open rates, and click-through rates. Analyze customer data to make recommendations to fine-tune digital touchpoints and increase engagement.Monitor and Report on KPIs: Track and report on key performance indicators (KPIs) to senior leadership, providing regular updates on progress, identifying trends, and highlighting areas for improvement to ensure alignment with business goals.Customer Journey Optimization: Continuously improve the digital customer journey by analyzing customer interactions, identifying pain points, and implementing automated solutions to streamline processes.Collaboration: Work closely with other teams such as product and marketing to ensure alignment of digital initiatives with broader business goals.Customer Advocacy: Act as a digital voice for the customer, ensuring that feedback is gathered and shared with internal teams to improve the customer experience.Continuous Improvement: Track and report on the success of digital engagement strategies, using data to optimize and evolve processes.Develop new approaches for increasing customer satisfaction and loyalty through automated engagement.Reach KPIs: Delivery rates, open rates, and click-through rates for digital campaigns and in-app messaging. Effect KPIs: Net promoter score (NPS), customer satisfaction score (CSAT), and customer feedback.ROI KPIs: Churn rate, renewal rate, and time to first value (TTFV)Qualifications
2+ years of experience in a Sales or Customer Success in a SaaS environment.Bachelor's degree preferred or equivalent experience in SaaS and Cloud technologiesStrong knowledge of tech touch models and experience implementing automated customer engagement strategies.Strong written communication skills in English to engage both technical and non-technical audiences.Experience working with digital engagement tools (e.g., Gong, Catalyst, and others)Analytical mindset with the ability to track, measure, and improve upon key metrics.Proven ability to collaborate across teams to drive cross-functional success.Project management experience with the ability to manage multiple tasks and priorities effectively.Passion for leveraging data and technology to improve the customer experience.Experience with Customer Success tools (e.g., Salesforce, Clari) and digital communication platforms.Familiarity with network performance monitoring or SaaS-based infrastructure tools.Proficiency in analyzing customer data and identifying trends that drive successful digital campaigns.We Are Cisco:#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here's how we do it.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (30 years strong) and only about hardware, but we're also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can't put us in a box
But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
-
Digital Customer Success Specialist
1 week ago
Bengaluru, Karnataka, India ThousandEyes Full time ₹ 5,00,000 - ₹ 8,00,000 per yearWho We AreCisco 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...
-
Product Sales Specialist, Cisco
1 week ago
Bengaluru, Karnataka, India ThousandEyes Full time ₹ 12,00,000 - ₹ 15,00,000 per yearWhy CiscoAt Cisco, we connect everything - people, processes, data, and things - to enable innovation that benefits business and society. Our commitment to empowering teams, advancing digital transformation, and fostering a culture of inclusion and growth has made us an employer of choice and a technology leader recognized worldwide. When you join Cisco,...
-
Product Sales Specialist,
1 week ago
Bengaluru, Karnataka, India Cisco ThousandEyes Full time ₹ 12,00,000 - ₹ 36,00,000 per yearWhy CiscoAt Cisco, we connect everything -- people, processes, data, and things -- to enable innovation that benefits business and society. Our commitment to empowering teams, advancing digital transformation, and fostering a culture of inclusion and growth has made us an employer of choice and a technology leader recognized worldwide. When you join Cisco,...
-
Bengaluru, Karnataka, India Cisco ThousandEyes Full time ₹ 20,00,000 - ₹ 25,00,000 per yearPlease note that we have a hybrid approach to work and would like to find someone who can come into our office in Bangalore at least one day a weekWho We AreCisco ThousandEyes is a Digital 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...
-
Customer Success Specialist, Advertising
2 weeks ago
Bengaluru, Karnataka, India CommerceIQ Full time ₹ 6,00,000 - ₹ 12,00,000 per yearCompany OverviewCommerceIQ's AI-powered digital commerce platform is revolutionizing the way brands sell online. Our unified ecommerce management solutions empower brands to make smarter, faster decisions through insights that optimize the digital shelf, increase retail media ROI and fuel incremental sales across the world's largest marketplaces. With a...
-
Customer Success Specialist, Advertising
4 days ago
Bengaluru, Karnataka, India CommerceIQ Full time ₹ 12,00,000 - ₹ 36,00,000 per yearCompany OverviewCommerceIQ's AI-powered digital commerce platform is revolutionizing the way brands sell online. Our unified ecommerce management solutions empower brands to make smarter, faster decisions through insights that optimize the digital shelf, increase retail media ROI and fuel incremental sales across the world's largest marketplaces. With a...
-
Customer Success Specialist
12 hours ago
Bengaluru, Karnataka, India DotKonnekt Full time ₹ 6,00,000 - ₹ 18,00,000 per yearAbout DotKonnektDotKonnekt is a fast-growingEnterprise AI startupdedicated to acceleratingGenAI adoption across global enterprises.We deliver comprehensive, full-stack AI solutions that provide organizations withsecure, scalable pathways to AI transformation— from strategy and infrastructure to intelligent applications and measurable business...
-
Customer Success Specialist
6 days ago
Bengaluru, Karnataka, India CloudSek Full time ₹ 5,00,000 - ₹ 12,00,000 per yearWHO ARE WE?We are a bunch of super enthusiastic, passionate, and highly driven people, working to achieve a common goal We believe that work and the workplace should be joyful and always buzzing with energyCloudSEK, one of India's most trusted Cyber security product companies, is on a mission to build the world's fastest and most reliable AI technology that...
-
Customer Success Specialist
2 weeks ago
Bengaluru, Karnataka, India WorkSpan Full time ₹ 9,00,000 - ₹ 12,00,000 per yearJob SummaryWe're looking for a proactive and empathetic Customer Success Specialist to join our team and ensure our clients achieve maximum value from our products and services. You'll be the trusted advisor and advocate for our customers, helping them succeed while driving retention and growth.Key ResponsibilitiesBuild strong relationships with customers...
-
Bengaluru, Karnataka, India SAP Full time ₹ 12,00,000 - ₹ 36,00,000 per yearWe help the world run betterAt SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your...
