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

• 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.