Customer Experience Customer Success Specialist - Security

Meet the Team   The Cisco Customer Experience (CX) organisation is one of Cisco’s fastest-growing teams, with a clear purpose: helping customers get real, lasting value from their Cisco investments. We work at the crossroads of technical knowledge and business understanding, partnering with customers to improve how they   operate   and achieve outcomes that matter to them. The Customer Success Specialist (CSS) team is a collaborative group of technical advisors who bring deep product knowledge and a genuine curiosity about customer success; We work side-by-side with customers to guide them, not from the sidelines. We are part of a global community that shares adoption approaches and learning across three areas of focus: Networking, Security, and Cloud & AI Infrastructure. If you enjoy working through sophisticated technical challenges, contributing to how Cisco’s products improve over time, and collaborating with curious, knowledgeable colleagues, this team is a great fit.

As a Customer Success Specialist, you will serve as a strategic advisor and technical expert, leading targeted engagements that accelerate product adoption and drive measurable business value for Cisco’s customers. You will lead the full adoption journey, from baselining customer environments and building onboarding roadmaps to   facilitating   executive-level workshops and providing feedback that directly crafts Cisco’s product roadmap. Success in this role means customers move from   purchasing   a solution to actively realizing its value, with you as the trusted guide at every step. Your influence extends well beyond individual engagements: as the “voice of the customer,” your insights will   advise   Cisco Engineering and Product Management on challenges and opportunities across the product portfolio.     Lead high-impact workshops, Expert-Insight-Series (EIS) sessions, and Accelerators tailored to diverse customer needs, from foundational product awareness to sophisticated feature adoption, while proactively providing feedback to CX Product Management to improve these offerings.     Accelerate value realization by applying validated adoption frameworks to help customers bridge the gap between   purchasing   a Cisco solution and achieving their desired business outcomes, including baselining   environments   and developing comprehensive onboarding journeys.     Identify   and mitigate adoption risks, such as low technical usage or integration barriers, by handling customer expectations and resolving issues promptly to ensure a successful customer journey.     Document adoption plans, site matrices, and multi-functional communications to build detailed roadmaps, ensuring all project collaborators   remain   aligned at every stage of the onboarding lifecycle.     Guide customers on strategic and tactical decisions, lead architectural initiatives, and incorporate Cisco   validated   designs to ensure successful, long-term product   utilization .

Security Stack Mastery:  Expert-level knowledge of Secure Access, Umbrella, DUO, ISE, NGFW, Secure Workload, and XDR/SNA.   Cross-Architecture:  Solid understanding of how security integrates with SDWAN and Data   Center   (ACI) architectures.   Lifecycle Management:  Expert in verifying customer requirements and driving ongoing utilisation of advanced security features across global ecosystems.

7+ years in security consulting or technical customer success roles.

Bachelor’s or   Master's degree in Engineering or Computer Science .   Certifications:  Multiple advanced certifications (CISSP or CISM plus CCIE preferred).   Demonstrate expert-level knowledge in the specialized technical tracks, focusing on adoption challenges:   Security Stack: Solid understanding of Cisco Secure Access, Umbrella, DUO, ISE, Next Generation Firewall, Secure Workload, and XDR/SNA, with