Sr. Customer Success Manager - Socio

  • Location:
    Offsite, San Jose, California, US
  • Area of Interest
    Customer Experience
  • Job Type
  • Technology Interest
    Webex (Collaboration)
  • Job Id

Socio, now a part of Cisco, is helping bring more inclusive experiences to in-person, virtual and hybrid events. As an element of the WebEx Suite, Socio will enable the organization to bring forward the most comprehensive hybrid event management solution.  

Why You’ll Love Cisco  

We change the World, you will become passionate about your employer and the brand you represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You'll collaborate with Cisco leaders, partner with mentors, and develop incredible relationships with colleagues who share your interest in connecting the unconnected. You'll be part a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.  

What You'll Do  

Socio’s Customer department is rooted in the intrinsic motivation to help others find solutions to their challenges. The Customer team owns the charge in Socio’s mission to help event planners take their events to the next level. Our team seeks to drive an outstanding experience and sustained value for Socio customers through trust and consulting on Socio products and services. The outcome is increased value, happiness, and renewal of the customer.  

Our Customer Success Managers possess an unrivaled sense of autonomy, ownership, and dedication to helping each customer realize their value with Socio. Customer Success Managers have the opportunity to grow their careers through a focus on skill development and a performance-based role progression path.  

The CSMs serve as a trusted advisor and advocate for hundred of customers. We understand and monitor customer health and build associated risk mitigation plans as well as success plans/plays in both automated and process-driven ways. In this role, we engage customers actively to derive maximum value from their investment in Socio while ensuring adoption, successful renewals and identifying new opportunities.  

Who You'll Work With  

As a member of the Customer Success department, you will work very closely with our customers and support them as advocates throughout the company. Along with supporting clients directly, the team works very closely with other partners within the company. This includes collaborating with Product, Marketing and Sales to communicate customer challenges and bring forth the best possible customer experience.  

Who You Are  

Successful CSMs bring a mentality of tackling projects with curiosity and creativity, accept challenges and change, and commit to getting better every day. You will share a passion about customer success and experience and understanding ideal use cases for both high touch and low touch customers. Team members will have an ability to build and cultivate true partnerships with your customers to solidify our partnership and commitment to the customer.  

Our minimum requirements for this role:  

Experience in Customer Success or Account management  

3-5 years within SaaS  
Proven track record of building exceptional relationships with multiple customers  
Ability to handle large account volume (100-150 accounts)  

Desired Skills:

Specific understanding within events or event technology  

Experience in B2B organization  
Prior history within SaaS startup environment  

Why Cisco  

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.  

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!  

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)  

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.  

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!  

U.S. Vaccination Requirements
Cisco requires all U.S. employees to be fully vaccinated or have an approved religious or medical accommodation. Candidates accepting an offer must provide proof of vaccination status on their first day. If someone anticipates requesting an accommodation for this requirement, they must receive approval before the start date. Candidates receiving an offer will receive additional information about the accommodation process at the time of the offer. All offers of employment are contingent upon complying with Cisco's vaccination policy.