Hiperdist
Customer Success Manager
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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.
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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.
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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.
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