Customer Experience Customer Success Specialist

Meet the Team

The Cisco Customer Experience (CX) Security team partners with enterprise customers to drive successful adoption, optimization, and long-term value from Cisco security solutions. We work closely across Sales, Engineering, Product Management, and Customer Experience teams to deliver secure, scalable, and customer-focused outcomes.

Your Impact

As a Customer Success Specialist focused on Cisco Secure Firewall, you will help customers achieve their security and business goals by guiding adoption, deployment, and optimization of firewall and hybrid mesh security solutions. You will use technical expertise, customer engagement, and data-driven insights to improve customer outcomes, strengthen adoption, and support long-term growth.

Responsibilities

• Partner with enterprise customers to align security strategies with business priorities and desired outcomes.
• Drive adoption and value realization of Cisco Secure Firewall capabilities, policy management, and threat defense solutions.
• Identify technical risks, adoption challenges, and opportunities to improve customer environments.
• Lead customer workshops, onboarding sessions, technical enablement programs, and executive briefings.
• Develop and lead Technical Adoption Plans (TAPs) using telemetry, analytics, and AI-driven insights.
• Conduct business reviews to share adoption progress, usage trends, and strategic recommendations.
• Support deployment readiness through testing, validation labs, and documentation of standard processes.
• Collaborate with cross-functional teams including Sales, Renewals, Engineering, and Product Management to improve customer experiences.
• Share customer feedback and field insights to support product and service improvements.
• Mentor team members and contribute to scalable customer success initiatives and operational excellence.

Minimum Qualifications

• Bachelor’s degree with 8+ years of related experience, Master’s degree with 6+ years, PhD with 3+ years, or equivalent professional experience.
• Experience in customer-facing technical roles such as Customer Success, Consulting, Systems Engineering, or Technical Support within enterprise security environments.
• Hands-on experience designing, deploying, or supporting Cisco Secure Firewall or similar enterprise firewall technologies.
• Strong knowledge of security architectures, firewall management, VPNs, IPS/IDS, and threat prevention technologies.
• Industry-recognized certification such as CCIE Security or equivalent technical certification.

Preferred Qualifications

• Certifications such as CCNP Security, CISSP, or equivalent security credentials.
• Experience supporting large enterprise security environments and adoption programs.
• Knowledge of cloud security technologies and hybrid network architectures.
• Good communication, collaboration, and partner engagement skills.
• Ability to influence technical and business decisions across cross-functional teams.

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you. 

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks.  Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees

• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco

• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

• Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next

• Additional paid time away may be requested to deal with critical or emergency issues for family members

• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. 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 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.