Customer Experience Customer Success Specialist
Core
Drives strategic, technical, and complex adoption strategies for large enterprise customers, leveraging AI-driven insights and advanced networking/security expertise to ensure software value realization and successful renewals.
Role type
Senior IC Customer Success Specialist (Technical Adoption & Strategy)
Builds
Technical Adoption Plans (TAPs), advanced technical enablement programs, and cross-functional adoption journeys for high-value accounts.
Domain
Networking, Cyber Security, Enterprise Infrastructure, AI-driven Customer Success
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic technical planning, AI analytics integration, complex network deployment leadership, stakeholder management, technical enablement design, adoption strategy execution, cross-functional collaboration, product feedback loop management, global best practice scaling, senior talent mentorship
Preferred skills
CCIE (Enterprise/Security), CISSP, 10+ years in Cyber Security/Networking, expert DNS/Proxy/Firewall/Endpoint/NDR knowledge
Technologies
Cisco Networking/Security solutions, AI models, advanced telemetry, multi-domain lab environments
Responsibilities
Lead customized technical enablement initiatives including executive briefings and architecture-specific workshops; Act as trusted advisor to senior customer leaders aligning technology with business outcomes; Oversee TAP execution and integration across multiple teams; Run adoption business reviews integrating AI analytics to forecast needs; Partner with Sales and leadership to co-create adoption journeys for high-value accounts; Lead technical strategy across customer success programs; Integrate advanced telemetry and AI models to de-risk deployments; Act as Technology Evangelist to turn field signals into product improvements; Set vision and direction for customer success programs across regions; Mentor senior IC talent and managers on complex customer situations.
Seniority
Senior, hands-on IC with strategic leadership
