Manager, Isovalent and Hypershield Customer Success Job at Social Value Portal Ltd (London)

Job Description

We are looking for a highly experienced and technically astute Manager of Customer Success to lead our post-sales organization across Europe. This leader will manage a team of cloud native and Cisco specialists Customer Success Architects (CSA) specializing in Switching & Networking, Kubernetes Networking, Security, and Observability. This role is critical in ensuring customer adoption, and value realization of the Isovalent and Cisco Hypershield suite of products. This person will bridge advanced technical leadership with customer lifecycle management.

Job Responsibility

Lead, mentor, and develop a geographically distributed team of high-performing Customer Success Architects
Develop a culture of innovation, continuous learning, collaboration, and technical excellence
Partner closely with People Team, Finance and Talent Acquisition to attract and retain top talent
Own customer success outcomes including onboarding, adoption, churn control, and technical advocacy across the US and Canada
Enhance current success programs tailored to customer personas and technical maturity
Improve and track benchmarks for account health, usage metrics, upsell opportunities, and customer satisfaction
Provide technical leadership and guidance across areas such as Kubernetes networking, micro segmentation, security observability, cloud-native and traditional networking integration, and network policy enforcement
Act as an escalation point for complex technical customer challenges and architectural discussions
Partner with Product, Engineering, and Pre-Sales teams to ensure closed-loop feedback and influence roadmap based on customer outcomes
Align with Sales, Product Management, Support, and Engineering to ensure a seamless customer experience
Support go-to-market initiatives and field enablement activities for new product features or services
Advocate for customer needs internally
Drive operational excellence through adoption of new tools, systems, and processes for managing post-sales activities
Contribute to business planning and quarterly reviews with data-driven insights from customer engagements
Manage team utilization, capacity planning, and forecast resourcing needs
Present monthly and/or quarterly on the overall health of our customers, adoption trends, risks to internal stakeholders

Requirements

7+ years of experience in customer-facing post-sales roles (Customer Success, Solutions Architecture, Professional Services), with at least 3 years in people management
Proven experience leading technical teams in cloud-native infrastructure, Kubernetes, networking, or security domains
Solid understanding of enterprise customer success practices focused on adoption, retention, upsell, and expansion
Appropriate understanding of Kubernetes networking, the cloud native space and multi-cloud/hybrid networking models
Exceptional communication and interpersonal skills, with the ability to influence technical and executive stakeholders and ability to manage distributed teams across multiple time zones

Nice to have

3+ years of experience in technical customer success or post-sales leadership roles, particularly in B2B SaaS, Cloud, or Infrastructure companies
Experience working with cloud-native security observability tools, hands-on experience or certifications in Kubernetes (CKA, CKS), major cloud platforms (AWS, Azure, GCP), or network certifications (CCIE, etc.)
Experience scaling customer success operations across Europe
Experience in building digital adoption programs is a plus

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Manager, Isovalent and Hypershield Customer Success

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