Customer Experience Manager

The application window is expected to close on: 10/26/2026 In order to be considered for this role you must be a citizen of the United States. The Customer Success team at Splunk, a Cisco company, partners directly with enterprise organizations to accelerate digital resilience and maximize the business value of their technology investments. We serve as trusted strategic advisors, guiding customers through transformative adoption journeys across cybersecurity, observability, and IT operations platforms. Our team culture is collaborative, customer-obsessed, and agile, combining deep technical domain expertise with consultative relationship-building. Working at the forefront of the Cisco and Splunk integration, you will help leading global enterprises solve complex operational challenges, optimize data utilization, and achieve measurable business outcomes. Serve as a strategic advisor to enterprise customers, developing customized success roadmaps and adoption plans that directly align with executive business priorities. Partner cross-functionally with Account Executives, Technical Services, and Product Specialists to deliver targeted resources, mitigate operational onboarding risks, and drive long-term value realization. Lead structured Executive Business Reviews (EBRs) and milestone assessments to articulate measurable ROI across Security, IT Operations, DevOps, and Observability domains. Conduct customer discovery sessions to uncover operational bottlenecks, propose high-impact data utilization strategies, and accelerate recurring renewal velocity. Minimum 10 years of professional experience in customer success management, technical consulting, professional services, or enterprise technical support.
· Minimum 3 years of experience managing accounts or deploying technical solutions within Cybersecurity, IT Operations, Observability, or DevOps environments.
· Minimum 3 years of experience managing enterprise customer accounts, strategic customer journeys, or multi-stakeholder technical projects.
· Experience preparing and delivering Executive Business Reviews (EBRs/QBRs), milestone-based adoption plans, or value realization frameworks to customer leadership.
· Ability to travel up to 25% for on-site customer engagements, executive briefings, and strategic planning sessions. Hands-on experience utilizing Splunk Enterprise/Cloud, SIEM platforms, observability tools, or big data analytics architectures.
· Prior professional experience in team leadership, talent mentoring, or technical project management.
· Experience coordinating cross-functional resources across Sales, Product Engineering, and Technical Support to resolve customer operational roadblocks.
· Bachelor’s degree in Computer Science, Information Systems, Business Administration, or relevant industry certifications (such as Splunk Certified Core Consultant, ITIL, or PMP). 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. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. The starting salary range posted for this position is $164,600.00 to $208,900.00 and reflects the projected salary range for new hires in this position in U.
S. and/or Canada locations, not including incentive compensation*, equity, or benefits. Individual pay is determined by the candidate’s hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time. S. employees are eligible for paid time away as described below, subject to Cisco’s policies: 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 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