Customer Experience Principal

About This Role

Meet The Team

You will lead a dynamic team focused on driving customer success through innovative adoption of Cisco software and services. The team collaborates across sales, delivery, and technical functions to ensure customers achieve measurable business outcomes. Together, you will shape customer engagement strategies and deliver unified, high-quality experiences.

Your Impact

• Build a best in class team to deliver Software adoption and Services implementation for a key strategic customer
• Lead creation and execution of comprehensive end-to-end plan across a highly complex, high-value account to drive adoption and value realization, resulting in successful renewals and growth.
• Apply advanced knowledge of Cisco’s product and service portfolio to accelerate innovation and long-term opportunity.
• Own financial accountability including services revenue, margin, and strategic investment decisions.
• Orchestrate cross-architecture solutions within complex customer environments.
• Serve as a strategic advisor to executive sponsors, influencing transformation and value realization across customer growth objectives.
• Lead multi-domain teams and mentor other Customer Experience Managers within large customer environments.
• Demonstrate value of the service to Customer Executives and prospective future customers

Minimum Qualifications

• Bachelor’s degree plus 15 years of related experience, or Master’s degree plus 12 years, or PhD plus 8 years, or equivalent relevant work experience.
• Professional certification such as CCNP or equivalent relevant certification.
• Demonstrated success leading enterprise-level customer transformation and multi-architecture adoption programs.
• Proven experience managing financials including revenue, margin, and strategic investments.
• Experience applying AI and automation tools to analyze customer environments and optimize technical workflows.

Preferred Qualifications

• Strong executive and technical stakeholder management skills with ability to influence at senior levels.
• Experience leading cross-functional AI initiatives to drive measurable improvements in customer outcomes.
• Ability to synthesize adoption insights into scalable frameworks and playbooks.
• Skilled in leveraging predictive analytics to enhance renewal outcomes and reduce churn.
• Strong collaboration skills across sales, delivery, customer success, and partner teams.
• Demonstrated ability to advocate for customer needs within a large matrix organization.
• Experience mentoring and leading teams in complex customer environments.

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.