Federal/SLED Customer Success Manager

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 a Federal/SLED Customer Success Manager (CSM) on the Scale team at ThousandEyes, you will oversee a growing portfolio of U.S. Federal Agency accounts, driving success through strategic engagements and scalable programs across the customer lifecycle.

This role demands a strong grasp of SaaS and post-sale customer success, with a focus on navigating conversations specific to U.S. Federal customers. You will guide customers through our FEDRAMP-compliant onboarding process, align them to strategic use cases, and support the growth and operational maturity of their ThousandEyes deployment. You will also lead strategic renewal and expansion efforts.

Key responsibilities include:

• Serving as a trusted advisor to your customers.
• Driving onboarding and accelerating platform adoption.
• Leading proactive engagements such as QBRs, check-ins, and health reviews.
• Managing one-to-one and one-to-many engagements to scale success.
• Collaborating cross-functionally and advocating customer needs internally.
• Setting clear, actionable expectations with customers externally.

What You’ll Do

• Develop and execute comprehensive account strategies to promote long-term success, adoption, and retention.
• Own and manage a portfolio of customers that require both high-touch and scale engagement methods.
• Conduct strategic touchpoints including monthly check-ins, QBRs, platform health checks, and de-risking motions.
• Proactively identify customer risks before they surface; mobilize and project manage internal teams to address issues swiftly and effectively.
• Drive adoption of key platform features that enhance customer outcomes and improve retention.
• Ensure customers achieve success with ThousandEyes use cases, validated through business metrics and data insights.
• Deeply understand each customer’s business, market conditions, technology stack, and key stakeholders to identify expansion opportunities and potential for vendor consolidation.
• Forecast and track customer sentiment, product utilization, and key health indicators.
• Partner with Pre-Sales and Adoption Engineering teams to drive collaboration, expansion, and successful renewals.
• Serve as the voice of the customer, collecting product feedback and prioritizing requirements based on risk, urgency, and revenue impact.
• Set appropriate expectations with customers while coordinating internal resources to deliver high-impact items.
• Help manage escalations and ensure timely resolution of critical customer issues.

Qualifications

• At least 3 years of experience in Customer Success, Account Management, or Renewals in a SaaS environment. 
• Strong understanding of the SaaS customer lifecycle, including risk identification and mitigation. 
• Proven success managing customer portfolios through both high-touch and scale strategies. 
• Excellent communication, listening, negotiation, and presentation skills. 
• Fluent in spoken and written English, with the confidence and presence to engage executive stakeholders. 
• Must be available and ready to work during core U.S. business hours. 
• Organized, proactive, and highly accountable with strong project management and multitasking skills. 
• Collaborative and cross-functional, with the ability to influence across internal teams. 
• Proficient in CRM tools like Salesforce and data-driven in your approach. 
• Technically curious and able to understand and explain software and cloud technologies. 
• Data-driven with the ability to interpret and act on customer insights and performance metrics. 
• Bachelor’s degree preferred or equivalent experience in SaaS and cloud-based solutions. 

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.

COMPENSATION RANGE – MESSAGE TO APPLICANTS

100,000-120,000 USD

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.