Cisco Customer Success Manager
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Job Summary
Req Id:431171
Connection is everything. It drives us to innovate explore and stay close to what matters to us most. At Bell were building a more connected future through world-class networks AI-powered solutions and digital experiences that elevate how people live work and play every day.
We believe in empowering people. Thats why we equip our teams with cutting-edge technology AI tools and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact If youre inspired by innovation that advances how people connect and transforms whats possible you belong on #TeamBell.
On the Bell Business Markets team youll be a vital part of making innovation happen for enterprise-scale customers. Youll deliver advanced solutions in areas such as IoT Mobility/5G Cloud Cyber Security Voice Collaboration & Contact Centre and Internet & Private Networks.
At Bell your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.
Summary
Bell Canada is seeking a highly motivated and experienced Customer Success Manager (CSM) to join our Customer Experience this role you will be a key driver of value realization for our customers investing in Cisco software. As a CSM you will manage a portfolio of accounts guiding them through the entire customer lifecycle (Land Adopt Expand Renew). You will leverage data-driven insights to accelerate product adoption mitigate risk and uncover expansion opportunities. This is a critical role in the CX team.
Key Responsibilities
1. Account Management & Value Realization
Customer Success Plans (CSPs): Partner with clients to define and document strategic business outcomes.
Translate these outcomes into actionable adoption milestones mapped to specific Cisco features.
Quarterly Success Reviews (QSRs): Lead regular executive-level business reviews. Present telemetry data
demonstrate ROI and align on upcoming strategic initiatives.
Onboarding Excellence: Facilitate seamless transitions from Pre-Sales to Post-Sales ensuring clients have
access to their Cisco Smart Accounts and Enterprise Agreement (EA) Workspaces.
2. Telemetry Adoption & Risk Mitigation
Health Monitoring: Utilize our CS platform to monitor real-time license consumption deployment status and
overall account health (Green/Yellow/Red).
Proactive Intervention: Act on automated Calls-to-Action (CTAs). If adoption stalls or technical friction arises
quickly engage Bell Solutions Architects and support teams to remove roadblocks.
Drive Incentive Milestones: Proactively guide customers through the Use and Adopt stages required to
unlock Cisco Partner Incentive (CPI/LCI) rebates.
3. Lifecycle Growth & Renewals
Identify White Space: Analyze telemetry data and QSR discussions to uncover expansion opportunities
(e.g. underutilized features hardware refreshes or security posture gaps).
Seamless Sales Handoffs: Qualify leads and execute formal handoffs to Bell Account Executives to drive
cross-sell/upsell pipeline.
Renewal Support: Collaborate with the Renewals Manager to initiate T-minus 9-12 month renewal
assessments ensuring high Net Dollar Retention (NDR) and preventing shelfware downgrades.
4. Customer Advocacy
Identify highly satisfied customers and cultivate them into advocates willing to participate in case studies
testimonials and reference calls.
Critical Qualifications
Experience: 3-5 years of experience in Cisco Customer Success Technical Account Management or PreSales Engineering ideally within the IT/Telecommunications sector.
Cisco Knowledge: Strong understanding of the Cisco ecosystem including Enterprise Agreements (EAs)
Smart Accounts and core architectures (e.g. DNA Center Secure Network Analytics Duo Umbrella).
Certification: Active Cisco Certified Customer Success Manager (DTCSM) credential is highly preferred (or
willingness to obtain within the first 90 days of employment).
Data-Driven: Proven ability to analyze telemetry/usage data and translate it into compelling business value
narratives for C-level executives.
Process-Oriented: Experience working within formal Customer Success methodologies (LAER) and utilizing
CS platforms.
Communication: Exceptional presentation and negotiation skills. Bilingual (English/French) is an asset.
Ability to strive in a dynamic and autonomous work environment meeting the day-to-day challenges as they
come up based on customer requirements.
Preferred Qualifications
Assertive and professional able to work independently and takes initiative.
Attention to detail ability to track requests manage customer expectations and work with internal
stakeholders to guarantee best in class customer experience.
Work with sales partners and vendor teams to develop a holistic deep view of customer requirements.
Excellent social/customer service skills exceptional written and oral communication capabilities
Strong organizational and time management skills to meet deadlines & handle changing priorities
Strong knowledge of Microsoft Office suite tools with an emphasis on excel Salesforce knowledge an asset
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Management
Job Status:Regular - Full Time
Job Location: Canada : Ontario : Toronto
Work Arrangement: Hybrid
Application Deadline: 07/21/2026
For work arrangements that are Hybrid successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance Bell offers flexibility in work hours based on the business needs.
Please apply directly online to be considered for this role. Applications through email will not be accepted.
We know that caring for our team members is at the heart of a healthy positive and thriving workplace. As part of our team youll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us youll be eligible for medical dental vision and mental health benefits that you can tailor to your specific needs. Plus as a Bell team member youll enjoy a 35% discount on our services and access exclusive offers from our partners.
At Bell we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued respected supported and that they belong.
Bell is committed to clarity in our hiring process. All roles posted are opportunities were actively recruiting for unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry email your recruiter or to make arrangements. If you have questions or feedback regarding accessibility at Bell we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.
Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect use and disclose your personal information.
Created: CanadaON Toronto
Bellone of Canadas Top 100 Employers.
Required Experience:
Manager
About Company
Canada’s largest communications company, BCE leads the industry in providing advanced broadband communications networks and services to consumers and business customers across the country.
