.png)
We are looking for a Customer Success Manager (CSM) to take ownership of the Customer Success program and drive greater customer value by bringing Cisco Meraki’s best ideas, innovations, and capabilities to our highest value customers. The CSM will collaborate with the cross functional groups across the organization to further develop customer relationships and ensure Meraki customers are realizing the most possible value from their investment.
The role will be leading new support and service initiatives as Cisco Meraki continues to sell upstream to larger enterprise customers, working closely with senior leadership to build out and execute on our white glove customer program.
Responsibilities
- Engage with customers/partners upon request to help with growth and long term relationships, using our Customer Success program.
- Collaborate with Sales and Channel teams to understand the business relationship between clients and ensure growth attainment and increased footprint.
- Work within the parameters of the established relationship to ensure the satisfaction and success of the accounts enrolled in the program.
- Develop and maintain long term relationships with customers and the different groups within our organization.
- Effectively communicate with third parties such as partners and customers regarding technical issues and customer service inquiries, both orally and in writing.
- This role may require occasionally traveling.
Who You Are
As a creative problem solver, you care deeply about what matters to our customers, partners, and colleagues. Using your advanced communication skills, you build meaningful customer relationships while responding quickly and efficiently to customers’ inquiries. You embrace changes that arise from data insights and proactively use feedback from leaders and peers to continuously enhance your technical skills and grow with our team.
Minimum Qualifications
- 2+ years of experience in customer success, account management, or related roles.
- Experience working with / exposure to Meraki technologies.
- Understanding of basic networking technologies (e.g., VPNs, DNS, IP addressing, firewalls) and their impact on SaaS/cloud-based solutions.
- Fluency in English (written and spoken) is required.
- Experience presenting to and working with high level management in customer businesses.
Preferred Qualifications
- Excellent presentation skills.
- Ability to clearly and concisely articulate technical matters to third parties.
- You show strong initiative and a positive, problem-solving attitude.
- Highly professional, organized, efficient, with strong attention to detail and accuracy.
- Resourceful and creative in addressing technical challenges and finding innovative solutions.
- Strong dedication to delivering high-quality results.
- Experience with Business Intelligence (BI) tools and practices.
- Proficiency in additional languages is an advantage.
Must be authorised to work in Portugal, position does not offer sponsorship.
Why Cisco Meraki
As the leader in cloud-managed IT, Cisco Meraki connects passionate people to their mission by simplifying the digital workplace. Our impact is driven by the innovative, purposeful, and vibrant people who make up our inclusive community. When technology is intuitive, our customers can focus on what matters.
At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, inspire innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.
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 for employment, on a case-by-case basis, qualified applicants with arrest and conviction records.
Message to applicants applying to work in the U.S. and/or Canada:
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada 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. or Canada 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 (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.
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 typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment 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.
Top Skills
What the Team is Saying
What We Do
Meraki is a Greek word meaning “something done with soul, creativity, or love.” With this name as our mantra, we’re building a welcoming workplace that attracts eclectic, curious, purposeful people who unite to ignite our customers’ passions. Together, we create powerful, simple technology with the potential to change everything.
Why Work With Us
We believe that when passionate people are able to spend less time struggling with technology, they can spend more time on what matters—like teaching kids, running businesses, keeping airports safe, and connecting disaster victims with relief. That’s the real power of simplicity.
Gallery
Cisco Meraki Teams
Cisco Meraki Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
