1+ months

AppD Customer Success Manager

Cisco Systems Inc.
Richardson, TX 75080
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  • About AppDynamics:

    AppDynamics is the Application Intelligence company. With AppDynamics, enterprises have real-time insights into application performance, user performance and business performance so they can move faster in an increasingly sophisticated, software-driven world. Our integrated suite of products is built on our innovative, enterprise-grade App iQ Platform that enables our customers to make faster decisions that enhance customer engagement and improve operational and business performance. AppDynamics is uniquely positioned to enable enterprises to accelerate their digital transformations by actively monitoring, analyzing, and optimizing complex application environments at scale which has led to proven success and trust with the Global 2000.

     About the role:

    As a Senior Customer Success Manager (CSM), you will be responsible for the strategic account management of a portfolio of AppDynamics most strategic customers in the central region. You will work closely with a variety of internal and external parties key business/technical stakeholders, internal champions, cross-functional teams - to ensure our customers are realizing rapid time-to-value in the form of specific business outcomes and in general, maximum value from their investment in AppDynamics.

    In collaboration with the rest of our go to market organization and an eye towards scale, you will play a pivotal role in defining a holistic customer journey which driving exceptional customer retention rates.  Your performance will be directly measured against license consumption, net recurring revenue, and overall usage of AppDynamics.

     Day-to-day responsibilities will include and require - a mixture of strategic relationship management, sales acumen, and technical expertise.  Think of yourself as the customers Chief Adoption Officer. Given the complexity of the large enterprise environments were servicing, a Sr. CSM will be expected to play the role of subject matter expert regarding product features and customer use cases, in addition to strengthening relationships with key stakeholders and identifying expansion opportunities for the business.

     Key responsibilities:

    • Ownership of overall relationship with our most strategic enterprise customers; performance measured against product adoption and net recurring revenue metrics.
    • Establish a trusted advisor relationship which spans both technical expertise and strategic account management.  Focus on driving new relationships, opening doors to new uses cases / champions / applications teams, and in general, elevating AppDynamics within each environment.
    • With each customer, develop a Joint Success Plan (JSP) to guide conversations and track daily activities required for our customers achieve specific, strategic business outcomes.
    • Help each customer navigate AppDynamics including our Product, Support, Sales & Renewals teams. 
    • Become a proficient user of our software, with the ability to demo our product to customers, and lead customers through in-depth conversations about product features and use cases.  Act as initial gatekeeper for customer escalations and properly triage or directly address these situations.
    • Identify and nurture internal champions for advocacy and retention/expansion opportunities for our business.
    • Provide scheduled and as-needed operational reviews with the customer.
    • Track product adoption and success demonstrate account health through KPIs tied to business outcomes.  Play an active role in building a truly data-driven organization.
    • Play an active role in building our customer success playbook / and JSP delivery methodology.


    • Holds a bachelors degree or equivalent work experience.
    • Minimum of 3 years (ideally 5+) work experience in a technical, business-facing role, including, but not limited to: pre/post-sales consulting, professional services, management consulting, and technical program management. 
    • Technical acumen necessary to understand what AppDynamics is, and the problems it solves.  No direct experience required, but any/all prior experience with AppDynamics or related APM and DevOps solutions is a big plus.
    • Understanding of the business goals that our customers are trying to achieve: reducing number of incidents, incident duration, and driving increase in customer experience and perception.
    • Experience building, selling, or supporting enterprise software, ideally enterprise SaaS.
    • Successful experience in growth-oriented environments and the ability to meet/exceed aggressive timelines and business metrics; hunter mindset who will assist our field organization in capturing new business. 
    • Experience and high comfort level building and strengthening relationships with executive-level business and technical stakeholders. 
    • Able and willing to travel as the job requires, up to 40%.
    • Familiarity with Salesforce and Gainsight a plus.

    Why Cisco

     At Cisco, each person brings their unique talents to work as a team and make a difference.

     Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

    • We connect everything people, process, data and things and we use those connections to change our world for the better.
    • We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more from Smart Cities to your everyday devices.
    • We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Posted: 2020-01-15 Expires: 2020-03-16

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AppD Customer Success Manager

Cisco Systems Inc.
Richardson, TX 75080
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