Customer Experience Customer Success Specialist - Splunk (Remote)

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

This role can be performed anywhere in Eastern Canada.
This role ensures the adoption and technical health and value realization of Splunk that leads to successful renewals and business growth by leveraging AI-driven insights and a thorough understanding of customer environments and deployments to tailor adoption strategies. It proactively develops and orchestrates technical adoption planning (TAP) execution, creating and driving TAPs that align with customer goals to maximize technology investments and promote the full utilization of Splunk technologies, with designated CSSs typically owning TAP creation and pooled CSSs contributing architecture-specific expertise. The position facilitates alignment workshops to review adoption progress and drive expected customer outcomes and benefits, resulting in successful onboarding, adoption, and renewals. It drives scale impact by creating and delivering advanced 1:many technical enablement Expert Insight Series, stays current with the latest Splunk technologies including AI advancements, the competitive landscape, and industry trends to provide expert guidance, and participates in stakeholder workshops to articulate the state of the adoption business, including common barriers and market trends. The role is also involved in 1:1 customer engagements, supporting Customer Experience Managers (CXMs) and Customer Success Managers (CSMs) in TAP and execution, while influencing executive and customer technical decision-making and fostering trusted advisory relationships. Additionally, the position collaborates with Customer Success Teams, Accounts, Sales, Partners, and others in GTM, leveraging AI and strategic insights to enhance customer adoption, address product concerns, and identify use cases that drive value and business outcomes. It acts as a technology evangelist between customers and Cisco's product teams, providing feedback to inform product development and enhancements, and leads collaboration with Product teams to address systemic product challenges identified by customers, driving usability and serviceability enhancements.
Role:
•Drives strategic and complex technical health and adoption strategies across large, strategic customer segments, managing high-complexity enterprise deployments where AI-analytics inform both planning and execution
•Serve as the customer advocate for support-related matters by monitoring support cases, understanding business impact, and partnering with internal Support and Product teams to drive timely escalation, resolution, and a positive customer support experience.
•Acts as a trusted advisor to senior customer leaders, helping them align Splunk technologies with long-term business outcomes
•Oversees TAP execution and integration across multiple teams, ensuring adoption plans are integrated with broader account strategies and lifecycle motions
•Demonstrate knowledge across several Splunk products.
•Runs adoption business reviews (state of usage, blockers, market trends) and updates TAPs, integrating AI analytics to highlight trends and forecast needs
•Partners with Sales and CX leadership to co-create adoption journeys for high-value accounts, ensuring alignment with renewal and expansion goals
•Manages adoption across multiple stakeholders and teams, ensuring consistency and quality of customer experience
•Communicates complex details in meetings or workshops, tailoring content for varied audiences to achieve clear understanding
•Participates in events like roadshows or technical sessions, using advanced setups to demonstrate solutions and follow through on action items
•Designs and leads 1:1 many series; measures reach and impact
•Leads technical strategy across customer success programs, aligning product capabilities and architecture choices with lifecycle delivery and business outcomes; explains trade‑offs to stakeholders
•Acts as Technology Evangelist, turns field signals into product improvements, owns some high‑value asks, builds the case, and follows through to resolution, collaborating with other Cisco teams on service enhancements and adoption strategies
•Sets vision and direction for customer success programs across multiple teams or regions, integrating AI-driven productivity insights to accelerate results
•Leads cross-functional initiatives to scale best practices globally and improve customer outcomes
•Mentors senior IC talent, team leads, and managers, providing guidance on complex customer situations and organizational strategy
•Represents CSS community and interests in planning and decision-making forums
Requirements:
Must have working Splunk knowledge and/or Splunk Certifications
Bachelors + 5 years of related experience, or
Masters + 4 years of related experience, or
PhD + 3 years of related experience, or
equivalent relevant work experience
This role requires excellent verbal and written communication skills in both English and French. As a key point of contact for our bilingual stakeholders, you must be able to translate technical concepts and maintain high-quality service standards in both languages throughout the workday.
Expert level (e.g., CCIE) or equivalent relevant certification expected. ​​Industry trend certifications​
THIS JOB DESCRIPTION DOES NOT APPLY FOR EMPLOYEES IN GERMANY.

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you. 

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks.  Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees

• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco

• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

• Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next

• Additional paid time away may be requested to deal with critical or emergency issues for family members

• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

• 1.5% of incentive target for each 1% of attainment between 50% and 75%;

• 1% of incentive target for each 1% of attainment between 75% and 100%; and

• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.