Customer Success Manager

Customer Success Manager Cisco Networking Projects

Location:Hyderabad/Bangalore

Role Summary

The Customer Success Manager Cisco Networking Projects will be responsible for building and strengthening long-term relationships with enterprise customers, ensuring successful delivery of Cisco networking projects, driving customer satisfaction, and supporting customer retention and growth.

This is a highly visible, customer-facing role requiring a combination of Customer Success, Cisco Networking, Project Coordination and Stakeholder Management experience.

The Customer Success Manager will act as a strategic partner to customers, working closely with project management, network engineering, sales, account management and other internal teams to ensure customer objectives are achieved throughout the project lifecycle.

The ideal candidate should have a strong understanding of Cisco networking technologies and enterprise network environments, along with the ability to manage customer expectations, technical discussions, escalations, project reviews and business relationships.

Key Responsibilities

1. Customer Relationship Management

• Serve as a primary customer-facing point of contact for assigned enterprise customers.
• Build and maintain strong relationships with customer stakeholders across technical, operational and management levels.
• Understand customer business objectives, technology requirements and project expectations.
• Proactively monitor customer satisfaction and engagement.
• Develop trusted relationships with key customer stakeholders.
• Act as a customer advocate within SHI and ensure customer requirements are clearly communicated to internal teams.

2. Cisco Networking Project Management

• Manage customer relationships associated with Cisco networking projects.

• Coordinate with project managers, network engineers and technical teams to ensure successful project execution.

• Support customers through different stages of the project lifecycle, including:

• Network implementation

• Network migration

• Network upgrades

• Network transformation

• Network infrastructure projects

• Network lifecycle initiatives

• Track project milestones, risks, dependencies, issues and customer commitments.

• Ensure effective communication between customers and internal technical teams.

• Proactively identify project risks and coordinate appropriate corrective actions.

3. Customer Onboarding & Project Transition

• Support customer onboarding and project initiation activities.
• Ensure customers clearly understand project scope, timelines, responsibilities, communication channels and deliverables.
• Coordinate with project and technical teams to ensure smooth project initiation and transition.
• Identify potential customer concerns early and drive appropriate resolution.

4. Customer Success Reviews / QBRs

• Plan and conduct regular Customer Success Reviews, Project Reviews and QBRs.
• Present project progress, milestones, risks, issues and customer feedback.
• Review customer objectives and ensure project activities remain aligned with business requirements.
• Track action items and ensure timely closure.
• Provide management-level visibility into customer health, project status and key concerns.

5. Customer Satisfaction & Escalation Management

• Proactively monitor customer satisfaction and sentiment.
• Track and manage customer escalations in coordination with project managers, account executives, engineering teams and leadership.
• Act as the central point of coordination during customer concerns and escalations.
• Ensure timely and transparent communication with customers.
• Coordinate with technical teams to drive resolution of project-related issues.
• Identify recurring issues and recommend corrective and preventive actions.

6. Customer Retention & Growth

• Develop strategies to strengthen customer relationships and improve customer retention.
• Identify opportunities to expand the relationship based on customer requirements and technology roadmaps.
• Collaborate with Sales and Account Management teams to identify opportunities for additional Cisco, networking, cloud and cybersecurity solutions.
• Understand upcoming customer initiatives and proactively position relevant SHI capabilities.
• Support customer renewal and growth strategies.

7. Data & Customer Insights

• Analyze customer reports, project information, service metrics and customer feedback.
• Identify trends, risks and improvement opportunities.
• Provide meaningful insights to customers and internal stakeholders.
• Use data to support customer success planning and business reviews.
• Track customer health indicators and develop action plans for identified risks.

8. Cross-Functional Collaboration

• Work closely with:

• Project Management

• Network Engineering

• Sales / Account Management

• Cloud Teams

• Cybersecurity Teams

• Operations Teams

• Cisco / Technology Partners

• Ensure alignment between customer expectations and project delivery.

• Facilitate communication between technical and busines