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About the Role

As a Customer Success Manager (CSM) on the Bell Business Markets team, you will be a key driver of value realization for enterprise-scale customers investing in Cisco software. You will manage a portfolio of accounts, guiding them through the entire customer lifecycle and leveraging data-driven insights to accelerate product adoption, mitigate risk, and uncover expansion opportunities.

Responsibilities

• Partner with clients to define and document strategic business outcomes and translate them into actionable adoption milestones.
• Lead executive-level business reviews, presenting telemetry data, demonstrating ROI, and aligning on strategic initiatives.
• Facilitate seamless transitions from Pre-Sales to Post-Sales, ensuring clients have access to their Cisco Smart Accounts and Enterprise Agreement (EA) Workspaces.
• Monitor real-time license consumption, deployment status, and overall account health using the CS platform.
• Act on automated Calls-to-Action (CTAs) to address stalled adoption or technical friction by engaging Solutions Architects and support teams.
• Guide customers through 'Use' and 'Adopt' stages to unlock Cisco Partner Incentive (CPI/LCI) rebates.
• Analyze telemetry data and review discussions to identify expansion opportunities.
• Qualify leads and execute formal handoffs to Bell Account Executives to drive cross-sell/upsell pipeline.
• Collaborate with the Renewals Manager to initiate renewal assessments, ensuring high Net Dollar Retention (NDR).
• Identify and cultivate satisfied customers into advocates for case studies, testimonials, and reference calls.

Requirements

• 3-5+ years of experience in Cisco Customer Success, Technical Account Management, or PreSales Engineering, ideally within the IT/Telecommunications sector.
• Strong understanding of the Cisco ecosystem, including Enterprise Agreements (EAs), Smart Accounts, and core architectures (e.g., DNA Center, Secure Network Analytics, Duo, Umbrella).
• Proven ability to analyze telemetry/usage data and translate it into compelling business value narratives for C-level executives.
• Experience working within formal Customer Success methodologies (LAER) and utilizing CS platforms.
• Exceptional presentation and negotiation skills.
• Ability to thrive in a dynamic and autonomous work environment, meeting day-to-day challenges based on customer requirements.
• Assertive and professional, able to work independently and take initiative.
• Attention to detail, ability to track requests, manage customer expectations, and work with internal stakeholders.
• Work with sales, partners and vendor teams to develop a holistic, deep view of customer requirements.
• Excellent social/customer service skills, exceptional written and oral communication capabilities.
• Strong organizational and time management skills to meet deadlines & handle changing priorities.
• Strong knowledge of Microsoft Office suite tools with an emphasis on Excel.
• Salesforce knowledge is an asset.
• Adequate knowledge of French is required for positions in Quebec.

Skills

• Cisco Customer Success
• Technical Account Management
• PreSales Engineering
• IT/Telecommunications
• Cisco ecosystem
• Enterprise Agreements (EAs)
• Smart Accounts
• DNA Center
• Secure Network Analytics
• Duo
• Umbrella
• Data analysis
• Customer Success methodologies (LAER)
• CS platforms
• Presentation skills
• Negotiation skills
• Microsoft Office Suite (Excel)
• Salesforce

Location

• Toronto, Ontario, Canada

Work Type

• Hybrid
• Regular - Full Time
• Management

Experience Level

• 3-5+ years

Education Level

• Active Cisco Certified Customer Success Manager (DTCSM) credential is highly preferred (or willingness to obtain within the first 90 days of employment).

Benefits

• Competitive salary
• Medical benefits
• Dental benefits
• Vision benefits
• Mental health benefits
• 35% discount on Bell services
• Exclusive partner offers

About the Company

• Bell Canada is one of Canada's Top 100 Employers.
• Bell is building a more connected future through world-class networks, AI-powered solutions, and digital experiences.
• Bell empowers its teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth.
• Bell is the leading provider of digital connections and next generation services to businesses and governments.

Equal Opportunity

• Bell is proud of its focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.
• Bell is committed to clarity in our hiring process.
• We also want to make sure that everyone has an equal opportunity to join our team.
• We encourage individuals who may require accommodations during the hiring process to let us know.