Customer Success Advocate – Tech Touch Centralization

Ciena

Customer Success Advocate maximizing customer outcomes and experiences for Ciena’s technology products. Engaging with customers to drive growth and retention while providing valuable insights and support.

Posted 4/30/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Proactively identify customer’s goals and drive desired business outcomes
Align Ciena’s Services to with meet customer needs to help retain, grow account recurring revenue, and reduce account churn
Conduct customer operational and business and/or operational reviews at an appropriate cadence based on segment, where you will highlighting customer success achievements, proactively suggesting solutions to customer concerns, and driving identified improvement opportunities
Establish yourself as the trusted advisor for your book of business
Shepherd the customer customer journey through hand-offs, touchpoints, and milestones; such as: onboarding, managed services deployment, new product implementation, network growth, and to escalations to deliver a maximized customer experience
Identify and drive upsell/cross-sell opportunities across customer base your book of business
Share best practices and lessons learned within the internal Ciena Success community
Create and identify one-to-many solutions (KB articles, Success Stories, etc) within the Portal and Community
Ensure all customers have access to and are properly trained in self-service options such as the myCiena Portal & Community
Provide thought leadership in evolving global customer experience
Collaborate with appropriate account team(s) to ensure seamless communication, execution, deployment, and engagement throughout the customer’s journey with Ciena
Drive e and influence the value and adoption, usage, and adoption of our products and services using metrics developed in collaboration with other functional teams by leveraging data analytics
Proactively monitor customer health indicators and respond accordingly
Be prompt and effective in responding to customer needs
Take accountability for ensuring on-time renewals & account growth
Complete and proper documentation of all customer interactions, escalations, problem-resolution, and relationship management

Requirements

What you’ll need

Bachelor’s Degree in Business, Engineering, Marketing or Communications preferred or relevant years of work experience
Preferred 5+ years in technology industry in a customer success role in the technology industry
Excellent communication & presentations skills
Microsoft Word Office suite proficient

Benefits

Comp & perks

Flexible work environment
Individual growth
Well-being and belonging

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analyticscustomer successaccount managementbusiness reviewsoperational reviewsupsellcross-selldocumentationmetrics developmentself-service options

Soft Skills

communicationpresentationproblem-resolutionrelationship managementaccountabilitycollaborationproactive identificationtrusted advisorthought leadershipcustomer journey management