Cisco Customer Success Manager

Bell Canada is seeking a highly motivated and experienced Customer Success Manager (CSM) to join our Customer Experience Team. In this role, you will be a key driver of value realization for our customers investing in Cisco software. As a CSM, you will manage a portfolio of accounts, guiding them through the entire customer lifecycle (Land, Adopt, Expand, Renew).

You will leverage data‑driven insights to accelerate product adoption, mitigate risk, and uncover expansion opportunities. This is a critical role in the CX team. Key Responsibilities Account Management & Value Realization Partner with clients to define and document strategic business outcomes and translate these outcomes into actionable adoption milestones mapped to specific Cisco features.

Lead regular executive‑level business reviews (QSRs), presenting telemetry data, demonstrating ROI, and aligning on upcoming strategic initiatives. Facilitate seamless transitions from Pre‑Sales to Post‑Sales, ensuring clients have access to their Cisco Smart Accounts and Enterprise Agreement (EA) Workspaces. Telemetry, Adoption & Risk Mitigation Utilize the CS platform to monitor real‑time license consumption, deployment status, and overall account health (Green/Yellow/Red).

Act on automated Calls‑to‑Action (CTAs); when adoption stalls or technical friction arises, quickly engage Bell Solutions Architects and support teams to remove roadblocks. Guide customers through the "Use" and "Adopt" stages required to unlock Cisco Partner Incentive (CPI/LCI) rebates. Lifecycle Growth & Renewals Analyze telemetry data and QSR discussions to uncover expansion opportunities such as underutilized features, hardware refreshes, or security posture gaps.

Qualify leads and execute formal handoffs to Bell Account Executives to drive cross‑sell/upsell pipeline. Collaborate with the Renewals Manager to initiate T‑minus 9–12 month renewal assessments, ensuring high Net Dollar Retention (NDR) and preventing "shelfware" downgrades. Customer Advocacy Identify highly satisfied customers and cultivate them into advocates willing to participate in case studies, testimonials, and reference calls.

Critical Qualifications 3‑5+ years of experience in Cisco Customer Success, Technical Account Management, or Pre‑Sales Engineering, ideally within the IT/Telecommunications sector. Strong understanding of the Cisco ecosystem, including Enterprise Agreements (EAs), Smart Accounts, and core architectures (e.g., DNA Center, Secure Network Analytics, Duo, Umbrella). Active Cisco Certified Customer Success Manager (DTCSM) credential highly preferred (or willingness to obtain within the first 90 days of employment).

Proven ability to analyze telemetry/usage data and translate it into compelling business value narratives for C‑level executives. Experience working within formal Customer Success methodologies (LAER) and utilizing CS platforms. Exceptional presentation and negotiation skills.

Bilingual (English/French) is an asset. Ability to thrive in a dynamic and autonomous work environment, meeting day‑to‑day challenges based on customer requirements. Preferred Qualifications Assertive and professional, able to work independently and take initiative.

Attention to detail, ability to track requests, manage customer expectations, and work with internal stakeholders to guarantee best‑in‑class customer experience. Experience working with sales, partners, and vendor teams to develop a holistic, deep view of customer requirements. Excellent social/customer service skills and exceptional written and oral communication capabilities.

Strong organizational and time‑management skills to meet deadlines and handle changing priorities. Strong knowledge of Microsoft Office suite tools with an emphasis on Excel; Salesforce knowledge an asset. Adequate knowledge of French is required for positions in Quebec.

Position Type: Management Job Status: Regular - Full Time For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work‑life balance, Bell offers flexibility in work hours based on the business needs. As a Bell team member, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support your well‑being.

As soon as you join us, you’ll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. You’ll also receive a 35% discount on our services and access exclusive offers from our partners. We are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, and supported.

Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team.

If you require accommodations during the hiring process, please let us know. For a confidential inquiry, email your recruiter or [email protected] to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.

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