Cisco Customer Success Practice Lead (1 Braham Street, London, United Kingdom)

Closing Date: Tuesday 19th August 2025

Locations: Birmingham, Bristol, London or Manchester

Why this job matters

BT is launching a new Cisco Customer Success team to support achievement of the highest partnership status with Cisco, one of BTs tier 1 strategic partners. This team will drive customer loyalty, renewals, and growth by optimising every stage of the customer journey.

As Cisco Customer Success Practice Lead, youll define the strategy, build the team, and embed a customer-first mindset across BTs Cisco business. Your leadership will fuel retention, upselling, and acquisition of large, complex Cisco contracts with BTs corporate and public sector customers directly impacting BTs market share and long-term success.

This is a high-impact role with visibility across the organisationideal for someone looking to shape strategy, lead cross-functional collaboration, and build deep expertise in scaling customer success operations.

Your impact will directly contribute to BTs growth and long-term success.

What youll be doing

Leading BTs Customer Success practice to drive customer health, retention and growth.
Design and delivery of customer success plans that align technology adoption with customer goals and industry trends.
Inspiring and leading the team to hit BTs Cisco Customer Success team sales targets and key performance metrics at team and colleague level.
Building trusted, executive-level relationships with customers to understand and qualify their needs and strategic priorities.
Collaborating across teams to build and maintain a strong pipeline of qualified opportunities.
Overseeing the full customer lifecycle from onboarding through value realisation, adoption, renewal and growth phases.
Proactively managing renewal risks with clear action plans and coordinating with renewal and sales teams.

The skills youll need

Relationship Building

Strategic Planning

Communication

Solution Selling

Inclusive Leadership

What you'll bring

Proven leadership skills with the ability to coach, inspire, and drive teams to exceed ambitious targets.
Exceptional stakeholder management and experience navigating complex, matrixed environments to align strategic goals.
Extensive experience building lasting B2B customer relationships across customer retention sales, account management, acquisition or new business.
Solid track record of selling Cisco solutions and understanding the Cisco portfolio.

What's in it for you

On target bonus
Private health care
Car allowance
BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
Equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. Its for all parents, no matter how your family is made up.
Enhanced womens health support: including help with menopause symptoms, cancer screenings, period care and more
25 days annual leave (not including bank holidays), increasing with service
24/7 private virtual GP appointments for UK colleagues
2 weeks paid carers leave
World-class training and development opportunities
Option to join BT Shares Saving schemes

Why UK Sales and Commercial
In Sales and Commercial, were building one of the biggest and best sales teams in the country. Weve got big ambitions to develop a team that has the right ability and will to win. Central to our ambitions are:

Using our unparalleled expertise to bring first class solutions to market and offer a compelling value proposition to our customers thats unmatched by our competitors
Developing a highly skilled, highly efficient sales powerhouse through competitive pricing, an optimised channel model and best in class tools
Relentless pursuit of a high-performance culture founded on clear career progression and the drive and determination to become the UKs best sales force

Why Business

With over 175 years of heritage, BT is now the flagship business brand of BT Group. Weve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

Were a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But its not just the technology that matters, its what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if youre a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.