Customer Success Manager

Customer Success Manager (Cisco Lifecycle & CX Focus) Ashburn VA (Onsite)

Join our corporate team in Ashburn VA where collaboration innovation and customer impact come together. As a Customer Success Manager (CSM) youll play a key role in driving the full customer lifecycle for Cisco solutionsensuring strong adoption measurable value and long-term satisfaction.

In this highly visible role you will manage Cisco lifecycle programs track performance incentives (including Lifecycle Incentives (LCI) rebates) and leverage tools like the Partner Experience Platform (PXP) to deliver meaningful insights and reporting.

You will work closely with sales engineering and Cisco partners in a dynamic fast-paced office environmentaligning on customer outcomes strengthening lifecycle engagement and maximizing program success and profitability.

If you enjoy working cross-functionally building relationships and making a measurable impact from day one wed love to have you on our Ashburn-based team.

Customer Lifecycle Management

• Manage and track customer progression through Cisco lifecycle stages (Land Adopt Expand Renew).
• Develop and maintain Customer Success Plans aligned to business outcomes.
• Ensure customers achieve desired outcomes and fully adopt Cisco solutions.
• Partner with sales and engineering teams to support long-term account growth and retention.

Lifecycle Incentives & Rebate Tracking

• Track manage and optimize Cisco Lifecycle Incentives (LCI) including Onboard Use Engage and Adopt stages.
• Ensure all eligibility requirements as defined in PxP are met for rebate claims.
• Monitor deal participation and lifecycle milestone completion to maximize rebate capture.
• Collaborate internally to ensure timely submissions and approvals.

PXP (Partner Experience Platform) & Reporting

• Extract organize and analyze data from Cisco PXP and related tools.
• Build and maintain reporting dashboards for:

o Customer lifecycle stages and adoption progress (Adoption Dashboard Macro)

o Incentive tracking (Approval Calculator Macro)

o Renewal and expansion opportunities (Cisco IQ* CCW-R)

• Deliver regular insights and executive-level reporting to leadership.

Cross-Functional Coordination

• Collaborate with Cisco account teams and internal stakeholders to align on lifecycle strategy.
• Work with engineering teams to ensure lifecycle requirements are integrated into project delivery when engineers are scheduled on projects.
• Coordinate lifecycle activities across Cisco architectures (Collaboration Security Cloud and AI Infrastructure Networking).

Customer Engagement & Adoption

• Drive proactive customer engagement throughout post-sales lifecycle.
• Identify risks and opportunities within accounts.
• Lead lifecycle workshops adoption reviews and success planning sessions.

Renewals & Expansion

• Support renewals by ensuring lifecycle milestones (especially Adopt) are met prior to renewal events.
• Identify expansion opportunities through lifecycle insights and usage trends.
• Partner with sales to influence upsell and cross-sell motions.

Process Improvement

• Improve internal processes around lifecycle tracking reporting and rebate capture.
• Maintain documentation of best practices and workflows.
• Stay current on Cisco lifecycle programs tools and updates.

Required Qualifications

• 3 years in Customer Success Account Management or Program Management (preferably in IT or channel partner environment)
• Experience working with Cisco lifecycle programs CX motions or partner incentives (LCI preferred)
• Strong analytical skills with experience in reporting tools and data management
• Familiarity with Cisco platforms such as PXP CX Cloud or lifecycle tooling
• Excellent communication and stakeholder management skills

Preferred Qualifications

• Experience at a Cisco partner organization
• Understanding of Cisco architectures (Collab Security Cloud and AI Infrastructure Networking)
• Experience tracking rebates incentives or partner program compliance
• Knowledge of lifecycle selling frameworks or Digital Lifecycle Selling Experience (DLSE)

Who We Are

DSI Tech is a Cisco Partner generating over $228 million in revenue annually. We are an expanding company that has been providing IT solutions and services since 1991 with headquarters in the Washington D.C. metro area.

At DSI Tech we pride ourselves on our culture based on credibility capability customer service and commitment to our talented workforce and customers. We are excited to help accelerate your career development and growth!

Benefits

DSI Tech offers a range of employee benefits including a 401(k) plan with a 3% company match medical insurance dental insurance vision insurance life insurance short-term and long-term disability insurance paid time off (PTO) and 9.5 company-paid holidays. We are committed to ensuring employee satisfaction through our benefits program and fostering a friendly team-based culture.

DSI Tech is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex pregnancy sexual orientation gender identity national origin age protected veteran status disability or any other characteristic protected by law.