Customer Success Manager

About

Splunk, a Cisco company, is building a safer and more resilient digital world with an end‑to‑end full stack platform made for a hybrid, multi‑cloud world. Leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. Our customers love our technology, but it's our caring employees that make Splunk stand out as an amazing career destination. No matter where in the world or what level of the organization, we approach our work with kindness. So bring your work experience, problem‑solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you. Come help organizations be their best, while you reach new heights with a team that has your back.

Role Summary

This role is central to driving software adoption, service utilization, and value realization — cultivating the conditions for successful renewals and sustainable growth. By proactively identifying and mitigating renewal risk throughout the customer journey, and working in close alignment with sales and renewals teams, it leverages risk insights and targeted adoption strategies to strengthen customer retention.

• Driving our most strategic and sophisticated customer engagements to high‑value outcomes for the customer.
• Maintaining a deep understanding of our customers’ value‑drivers, priorities, decision‑making ecosystem, influence and control points that steer the relationship towards successful outcomes.
• Aligning our Splunk‑internal ecosystem to objective outcomes; both by proactively anticipating customer needs as well as reactively rallying the required resources whenever any risk to a successful customer outcome is indicated.
• Building deep customer relationships and champions across key customer personas including senior leadership and Splunk product owners.
• Authoritatively guiding our customer ecosystem at every level along an engagement path that optimizes for outcomes and mitigates risk in the implementation and adoption path.

Meet the Customer Success and Experience Team

Are you someone who puts customers at the center of everything you do? Our Customer Success and Experience team empowers customers with the knowledge, expertise and resources to achieve their goals with Splunk to build long‑term success and dedication. Learn more about the team, meet our leaders, and hear from Splunk’s customer success leaders at splunk.com/careers/customer-success.

What You’ll Get To Do (Responsibilities)

• Partner with the regional sales manager, technical account manager and client architect to develop strategic adoption strategies.
• Work with customer leaders to develop enterprise‑level customer success plans and Splunk roadmaps for successful adoption and value realization of all their products and services.
• Articulate value‑based differentiators of Splunk’s solutions while making existing use‑cases captivating and farming new use‑cases to grow.
• Build and present quarterly customer business reviews to executives.

Must‑have Qualifications

• 8+ years related experience in software, subscription services and IT/Security organizations.
• Experienced, tenured, SaaS‑focused CSM in Cybersecurity, IT Operations or Observability with a track record of delivering technology‑based outcomes in Fortune 500 Customers.
• Consistent track record working at an Executive (C‑Suite) Level in both the Customer and Vendor side, advocating for and securing engagement and dedication at that level.
• Ability to take a programmatic approach by establishing clear outcomes for customer journeys, establish clear milestone‑based plans towards the objective.
• Strong collaboration and dynamic presentation skills.
• Self‑motivated with a consistent track record in leading programs and knowledge of how technology drives customer’s business.
• Able to eliminate adoption obstacles using creative and adaptive approaches.
• Comfortable working for a dynamic technical organization with large customers who will stretch our technology through scale and new use‑cases.

Nice‑to‑have Qualifications

• Experience using Splunk or adjacent technologies in a large enterprise environment.
• Experience leading or developing teams.

Why Cisco?

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.

Benefits

• 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 a 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.
• Medical, dental and vision insurance, 401(k) plan with Cisco matching contribution, paid parental leave, short and long‑term disability coverage, and basic life insurance.
• Eligibility for grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
• For non‑sales roles, eligibility to earn annual bonuses subject to Cisco’s policies.
• Employees on sales plans earn performance‑based incentive pay on top of their base salary, with detailed incentive rates based on revenue attainment.