Customer Success Manager- Cisco Meraki

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  • Location:
    Offsite, RTP, North Carolina, US
  • Alternate Location
    Remote, USA
  • Area of Interest
    Customer Experience
  • Compensation Range
    85700 USD - 145300 USD
  • Job Type
    Professional
  • Technology Interest
    Networking
  • Job Id
    1432491

Application window expected to close on 1/22/2025.

 We are looking for an enterprise level Customer Success Manager (CSM) to bring Meraki’s best ideas, innovations, and capabilities to our highest value accounts. The CSM will influence adoption, retention, and expansion through relentless advocacy and leveraging internal resources. The key focus of this role is working in partnership with customers to deliver value proactively. As part of the Support organization, the CSM will arrive at that partnership through post-sale enablement and solution finding. As we work to strengthen our proactive motion, we're looking for a CSM with enthusiasm and ideas to contribute toward that vision.

Responsibilities:

  • Learn the Meraki platform and product line to guide customers toward positive business outcomes
  • Collaborate with internal teams to find solutions to complex customer problems and manage the path to resolution
  • Partner with Sales to develop tight customer relationships and identify opportunities for expansion
  • Maintain strategic alignment with customers through consultation, success planning, and conducting QBRs
  • Act as the voice of the customer within Meraki, staying on the pulse of customers’ needs and providing valuable feedback internally
  • Participate in the continued growth of Customer Success at Meraki by contributing ideas and energy to various projects as assigned

Minimum Requirements:

  • 5 year experience in a Customer Success Management role
  • Ability to break down and communicate complex ideas concisely (experience with technical communication a plus)
  • Exceptional written and verbal English and well-refined presentation skills to C-level executives
  • Proficient with Salesforce, Tableau, Snowflake, SQL & Microsoft Suite including Excel and Sharepoint along with strong data analytics knowledge
  • Willingness to travel up to ~10% (dependent upon customer needs and current safety considerations)

Characteristics we are looking for:

  • Positive attitude
  • Empathetic
  • Tech curious and always learning
  • Takes initiative and ownership
  • Organized, efficient, accurate
  • Highly professional
  • Committed to quality
  • Goes the extra mile

Why Cisco Meraki:

We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays and learns. We are encouraging leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars! We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.

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, encourage 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.

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