Customer Success Manager
1 day ago
Camberley
About the Company \n At Hiperdist, we help businesses grow by combining smart distribution with strong partnerships and a people-first approach. We are a fast-growing technology distributor that values collaboration, integrity, and innovation. \n \n About the Role \n As a Customer Success Manager (CSM) for Cisco, you will act as a strategic advisor to our partners, driving adoption, value realization, and long-term growth across the Cisco portfolio. \n You will own the post-sales lifecycle, partnering closely with Sales, Presales, and Renewals teams to ensure customers achieve measurable outcomes and expand their engagement with Cisco solutions. \n This is a high-impact, partner-facing role requiring fluency in English and French. \n \n Qualifications & Experience \n\n • 3 years of experience in Customer Success, Account Management, or Partner Management within IT distribution, vendor, or channel ecosystems.\n, • Strong experience working with Cisco technologies (e.g., Networking, Security, Collaboration, or SaaS solutions).\n, • Proven ability to drive adoption, retention, and revenue growth in a B2B environment.\n, • Experience managing partner or channel relationships is highly preferred.\n, • Demonstrated success in owning commercial targets (renewals, expansion, or revenue growth).\n, • Strong understanding of customer lifecycle management and success methodologies.\n, • Experience with CX tools and platforms (e.g., Cisco Success Hub, Lifecycle Advantage, PXP, PX Cloud, or similar).\n, • Excellent stakeholder management and communication skills, with the ability to influence at all levels.\n, • Fluency in French and English. \n, • Relevant Cisco certifications (e.g., CCNA, Customer Success Manager certification) are a strong advantage.\n\n \n Key Responsibilities \n\n • Own the post-sales customer journey, aligning solutions to partner success plans.\n, • Drive adoption plans and usage milestones using Cisco Lifecycle Advantage tools.\n, • Conduct regular Business Reviews (QBRs) with partners to highlight value, insights, and upsell opportunities.\n, • Collaborate with Sales, Presales, and Renewals to ensure seamless handoffs and co-execution of lifecycle motions.\n, • Identify expansion and cross-sell opportunities and trigger upsell motions.\n, • Track partner health scores, usage analytics, and adoption KPIs via CX tools and platforms (e.g., Success Hub, PXP, PX Cloud).\n, • Capture and report on use cases, success stories, and feedback loops.\n\n \n How Success Is Measured \n\n • Time-to-Onboard: ≤ 30 days from handover\n, • Adoption Rate: ≥ 80% for key software licenses within 6 months\n, • Time to First Value (TTFV): ≤ 30 days post-purchase\n, • Net Promoter Score (NPS): ≥ 50\n, • Customer Health Score Improvement: Minimum 20% improvement over 6 months\n, • Partner Engagements: 4+ strategic QBRs per quarter per region\n, • Expansion Opportunities Identified: At least 1 per account per quarter per region\n, • Lifecycle Touchpoints Completed: 100% per assigned customer\n, • Churn Rate: ≤ 5%\n\n \n What We Offer \n\n • Competitive compensation package, negotiable and aligned with local market norms.\n, • A progression path to Senior Management at Group level.\n, • A collaborative, fast-paced environment where your impact is visible and valued.\n\n \n Equal Opportunity Employer Hiperdist is committed to building a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of background, identity, or experience.