Digital Customer Success Specialist

Meet the Team :

The Digital Customer Experience (DCX) team serves as the CX strategic engine for end-to-end digital campaign excellence at scale. We are responsible for designing, building, managing, and optimizing digital customer lifecycle adoption journeys for the CX Networking, Data Center and Security product portfolios to drive product adoption and value for customers, achieve ARR in green targets, de-risk renewals, and accelerate frictionless renewals through a digitally driven motion. We maximise AI-driven insights, agentic orchestration and hyper-personalization to drive success through a variety of channels including dynamic emails, in-product, virtual events, community, social and dynamic guided resource experiences.

We are committed to providing transparent visibility into campaign performance, maximising data to inform strategy, and demonstrating impact. To achieve this, we foster close, collaborative partnerships with a wide array of internal stakeholders, including Product Marketing, Product Management, Content Marketing, Brand and Creative, Web, Channel, CX Program, Partner and Sales teams. This cross-functional alignment is crucial for ensuring seamless execution and consistent messaging across global and regional efforts. Ultimately, from the initial strategic conception through to final execution, our team is dedicated to bringing the customer journey to life, ensuring that every customer lifecycle initiative is interconnected, rigorously measured, and demonstrably impactful in achieving business objectives.

Your Impact :

Purpose: Drive the successful planning, execution, and optimization of product adoption and value realization for all Cisco customers, at scale, maximising AI-driven insights, agentic orchestration, and hyper-personalized digital engagement to accelerate outcomes, drive growth and secure renewals

Scope: Oversee the complete management of specific customer lifecycle adoption campaigns, from initial strategy and planning through execution, measurement, and reporting. This includes managing timelines, resources, and how different teams work together.

Impact: Manage multiple campaigns at once, guiding cross-functional teams to ensure timely and high-quality delivery. The impact is significant, directly contributing to customer adoption engagement, product time-to-value, de-risk motions, and renewals by bringing campaigns effectively to market!

What Success Looks Like: Campaigns launch on time and within budget, achieve or exceed defined goals (e.g., reach, engagement, adoption score, renewals), show clear return on investment, and receive positive feedback from stakeholders. Continuous improvement in campaign processes and performance is evident!

This role is exciting because you are at the forefront of shaping and delivering impactful global customer success initiatives that drive significant business outcomes. You get to collaborate with diverse, talented teams across the organization, translating strategic vision into tangible results. The opportunity to continuously learn, adapt to evolving market dynamics, and directly contribute to the success of key solution areas makes this a dynamic and rewarding career path. You will witness firsthand how well-executed campaigns influence customer perception, generate demand, and ultimately contribute to the company's growth

Minimum Qualifications

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• Minimum of four (4) years of experience managing integrated marketing campaigns from inception to completion.
• Minimum of four (4) years of experience managing marketing project timelines, email campaigns, and virtual customer events.
• Demonstrated proficiency in marketing analytics and automation platforms (e.g., SalesForce, SFMC, Eloqua, Adobe, Google Analytics, Webex, Project Management, Tableau, AI assistants) for performance tracking and optimization.
• Experience managing marketing campaigns with a global or multi-regional scope.

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.