Customer Success Manager

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

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• 3 years of experience in Customer Success, Account Management, or Partner Management within IT distribution, vendor, or channel ecosystems.
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• Strong experience working with Cisco technologies (e.g., Networking, Security, Collaboration, or SaaS solutions).
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• Proven ability to drive adoption, retention, and revenue growth in a B2B environment.
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• Experience managing partner or channel relationships is highly preferred.
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• Demonstrated success in owning commercial targets (renewals, expansion, or revenue growth).
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• Strong understanding of customer lifecycle management and success methodologies.
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• Experience with CX tools and platforms (e.g., Cisco Success Hub, Lifecycle Advantage, PXP, PX Cloud, or similar).
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• Excellent stakeholder management and communication skills, with the ability to influence at all levels.
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• Fluency in French and English.
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• Relevant Cisco certifications (e.g., CCNA, Customer Success Manager certification) are a strong advantage.
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Key Responsibilities

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• Own the post-sales customer journey, aligning solutions to partner success plans.
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• Drive adoption plans and usage milestones using Cisco Lifecycle Advantage tools.
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• Conduct regular Business Reviews (QBRs) with partners to highlight value, insights, and upsell opportunities.
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• Collaborate with Sales, Presales, and Renewals to ensure seamless handoffs and co-execution of lifecycle motions.
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• Identify expansion and cross-sell opportunities and trigger upsell motions.
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• Track partner health scores, usage analytics, and adoption KPIs via CX tools and platforms (e.g., Success Hub, PXP, PX Cloud).
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• Capture and report on use cases, success stories, and feedback loops.
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How Success Is Measured

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• Time-to-Onboard: ≤ 30 days from handover
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• Adoption Rate: ≥ 80% for key software licenses within 6 months
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• Time to First Value (TTFV): ≤ 30 days post-purchase
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• Net Promoter Score (NPS): ≥ 50
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• Customer Health Score Improvement: Minimum 20% improvement over 6 months
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• Partner Engagements: 4+ strategic QBRs per quarter per region
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• Expansion Opportunities Identified: At least 1 per account per quarter per region
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• Lifecycle Touchpoints Completed: 100% per assigned customer
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• Churn Rate: ≤ 5%
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What We Offer

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• Competitive compensation package, negotiable and aligned with local market norms.
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• A progression path to Senior Management at Group level.
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• A collaborative, fast-paced environment where your impact is visible and valued.
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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.