About the Company
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.
About the Role
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.
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.
This is a high-impact, partner-facing role requiring fluency in English and French.
Qualifications & Experience
* 3 years of experience in Customer Success, Account Management, or Partner Management within IT distribution, vendor, or channel ecosystems.
* Strong experience working with Cisco technologies (e.g., Networking, Security, Collaboration, or SaaS solutions).
* Proven ability to drive adoption, retention, and revenue growth in a B2B environment.
* Experience managing partner or channel relationships is highly preferred.
* Demonstrated success in owning commercial targets (renewals, expansion, or revenue growth).
* Strong understanding of customer lifecycle management and success methodologies.
* Experience with CX tools and platforms (e.g., Cisco Success Hub, Lifecycle Advantage, PXP, PX Cloud, or similar).
* Excellent stakeholder management and communication skills, with the ability to influence at all levels.
* Fluency in French and English.
* Relevant Cisco certifications (e.g., CCNA, Customer Success Manager certification) are a strong advantage.
Key Responsibilities
* Own the post-sales customer journey, aligning solutions to partner success plans.
* Drive adoption plans and usage milestones using Cisco Lifecycle Advantage tools.
* Conduct regular Business Reviews (QBRs) with partners to highlight value, insights, and upsell opportunities.
* Collaborate with Sales, Presales, and Renewals to ensure seamless handoffs and co-execution of lifecycle motions.
* Identify expansion and cross-sell opportunities and trigger upsell motions.
* Track partner health scores, usage analytics, and adoption KPIs via CX tools and platforms (e.g., Success Hub, PXP, PX Cloud).
* Capture and report on use cases, success stories, and feedback loops.
How Success Is Measured
* Time-to-Onboard: ≤ 30 days from handover
* Adoption Rate: ≥ 80% for key software licenses within 6 months
* Time to First Value (TTFV): ≤ 30 days post-purchase
* Net Promoter Score (NPS): ≥ 50
* Customer Health Score Improvement: Minimum 20% improvement over 6 months
* Partner Engagements: 4+ strategic QBRs per quarter per region
* Expansion Opportunities Identified: At least 1 per account per quarter per region
* Lifecycle Touchpoints Completed: 100% per assigned customer
* Churn Rate: ≤ 5%
What We Offer
* Competitive compensation package, negotiable and aligned with local market norms.
* A progression path to Senior Management at Group level.
* A collaborative, fast-paced environment where your impact is visible and valued.
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.