Customer Success Manager

**W**
**ho We Are**

Outshift by Cisco is the emerging tech incubation group that explores, identifies, and creates new businesses for Cisco. We are passionate about being at the cutting edge of technology, taking Cisco into new markets and building exciting products that solve tomorrow’s biggest challenges.

Like a startup, we take an entrepreneurial approach to success. We incubate ideas into products that solve critical needs, then deliver an experience that delights users and customers from MVP to full-blown commercial offering.

Outshift is about innovation. We look from 12 months out to five years into the future, flexibly working to solve problems instead of fitting into a defined job description. We celebrate learning, and expect our teams to fail fast, challenging assumptions and finding new ways of solving problems. Outshifters enjoy gaining experience across a breadth of technological and business challenges and can expect to shift across products/problems and build new skills regularly.

We’re building the next wave of startup-like innovation with the support of a trusted name like Cisco. Where else will you get to do this? Come create with us.

**Who You'll Work With**

The Outshift team is highly visible within Cisco as it's leading the future innovation for the business. As part of the Strategy, Incubations & Applications group led by Cisco’s Chief Strategy Officer, you’ll be working with some of the organization’s most forward thinkers.

In this role, you can expect to work with engineering, design, and scientists in defining and executing the product plan
- Own the creation of Minimal Viable Product (MVP) definition and then defining a product roadmap that elevates the competitive differentiators at every stage. Define customer value prop and return on investment at each stage
- Work with marketing and business development teams in identifying and executing effective Go-To-Market (GTM) strategies for your product. Establish Key Performance Indicators (KPIs) and metrics to track progress
- Key metrics & measures - Establishing milestones & metrics to evaluate the success and failure of the project. Also, pay close attention to metrics and measures important to customer stakeholders and establish a compelling Return On Investment (ROI) for them

Collaborate with marketing team in identifying key collaterals - product documents, data sheets, value props, sales decks, ROI calculators, demo videos (it is especially important for the product manager to own demo scripts and video during MVP and initial stages of the product life cycle)

**W**
**hat You’ll Do**
- Drive customer adoption and success with our Panoptica cloud-native security product across a portfolio of customers, by understanding their business objectives and helping them succeed with our solutions.
- Develop a trusted advisor relationship with customers and provide strategic guidance on how to maximize value from the product.
- Provide insights to customers to ensure they get the most out of the platform with the aim of helping grow our customer base.
- Act as the liaison between customers and the product and development teams, conveying customer needs and feedback.
- Conduct regular check-ins and business reviews with customers to assess their satisfaction, usage and gather feedback.
- Collaborate with the sales team to ensure subscription renewals and expansion opportunities are identified and closed successfully.
- Leverage knowledge of your customers’ environments to assist support engineers in resolving complex problems.
- Continue to evolve and grow in role.

**Who You Are**
- Proven experience as a Customer Success Manager or similar customer-facing role in the cloud, DevOps, or security industries.
- Solid technical background with hands-on experience in Kubernetes, Docker, Infrastructure as Code (Terraform, Ansible ), cloud providers (AWS, Azure, GCP).
- Strong understanding of cloud-native architectures and principles especially microservices, APIs, CI/CD pipelines, containerization, and orchestration.
- Understanding of the security challenges across the software development life cycle (code scanning, SBOM, CVEs managements, security posture, runtime security, API security, detection and remediation )
- Strong problem-solving skills and the ability to manage complex, multi-faceted customer engagements.
- Familiarity with software and cloud subscription models and related customer success strategies.
- Exceptional ability to build relationships and connect with customers.
- Someone who has excellent written & verbal communication skills.
- A self-starter, focused, dynamic, and eager to learn.
- Ability to travel up to 20%

Ability to support on-call duty up to 20%

**Minimum Requirements**
- **Engineering School degree or MsCT**

**#7 Yrs Experience**

**Preferred Requirements**
- **Engineering School degree or MsCT**

U.S. employees have
**access** to quality medical, dental and vision insurance, a 401(k)