Remote Customer Success Manager

Presidio, Where Teamwork and Innovation Shape the FutureAt Presidio, we're at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses - and their internal customers - to achieve more through innovation, automation, and intelligent insights.The RolePresidio is seeking an experienced Customer Success Manager (CSM) to join our Lifecycle Services organization. In this individual contributor role, you will own a portfolio of customer accounts and drive them through the full customer lifecycle — from onboarding through adoption, renewal, and expansion. You'll be responsible for driving customer satisfaction, retention, and growth across our Cisco-led and multi-OEM Enterprise Agreement (EA) portfolio including Palo Alto, Juniper, and other leading technology partners.This is a Cisco and other top OEM’s focused CSM function, and deep familiarity with the Enterprise Agreement’s (EA) model is essential. You will serve as a go-to expert on EA consumption, true-forward/true-up mechanics, co-term strategies, and renewal economics — helping customers maximize value and adoption across the EA portfolio.Responsibilities Include:Customer Success & Lifecycle ManagementOwn and manage a portfolio of customer accounts through the full customer lifecycle.Drive onboarding, adoption, retention, and expansion strategies for assigned accounts.Build and maintain trusted relationships with customer stakeholders, from technical champions to executive sponsors.Conduct regular business reviews (QBRs), health checks, and adoption planning sessions.Identify risk indicators early and develop proactive mitigation and save plans.Partner with Sales, Renewals, and Technical Account teams to identify expansion and cross-sell opportunities.Track and report on account health, adoption metrics, and renewal forecasts.Cisco and/or multi-OEM Enterprise Agreement (EA) Subject Matter ExpertiseServe as a primary expert on Cisco EA structure, licensing consumption, true-forward/true-up processes, and co-termination strategy.Guide customers through EA renewal planning, growth forecasting, and optimization of license utilization.Translate complex Cisco licensing/consumption data into clear guidance for customers and internal stakeholders.Stay current on Cisco program changes, licensing updates, and EA policy shifts.Collaborate with Cisco partner/vendor teams as needed on EA-related escalations. Required Skills and Professional Experience:Bachelor's Degree or equivalent experience and / or military experience3+ years of experience in Customer Success, Account Management, or Customer Lifecycle roles.Demonstrated subject matter expertise in the Enterprise Agreement OEM programs— consumption models, renewal cycles, and optimization strategiesStrong track record of managing a book of customer accounts through the full lifecycle (onboarding → adoption → renewal → expansion).Excellent communication and relationship-building skills; comfortable presenting to customer stakeholders at all levels.Data-driven approach to customer health, adoption, and renewal forecasting.Ability to work independently and stay organized in a remote environment.Must be a US CitizenPreferred Skills and Professional Experience:Microsoft Office Tools (e.g. Excel, PowerPoint).Experience with CSM/CS platforms (e.g., Gainsight, Totango, ChurnZero).General and Generative AI experience Your future at PresidioJoining Presidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's possible. With our expertise AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you'll be part of a team that is shaping the future.Ready to innovate? Let's redefine what's next-together.About PresidioPresidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success.At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, and enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information visit  Applications will be accepted on a rolling basis. Presidio has a strong commitment to the community we serve and our employees. As an Equal Opportunity Employer, we strive to have a workforce that includes the community we serve.Presidio is an Equal Opportunity Employer Disability/Vets. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.The "Know Your Rights" Poster is available here: https://www.eeoc.gov/posterPresidio EEO Policy Statement is available here: https://www.presidio.com/careersPresidio is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to recruitment@presidio.com and let us know the nature of your request and your contact information.Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to.Notice of Massachusetts Candidates: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.Recruitment Agencies, Please Note: Presidio does not accept unsolicited agency resumes/CVs. Do not forward resumes/CVs to our career's email address, Presidio employees or any other means. Presidio is not responsible for any feeds related to unsolicited resumes/CVs.