Customer Success Advocate

About the role

The Customer Success Advocate (CSA) at Ciena supports customers throughout their journey, ensuring they achieve value from Ciena’s high‑speed connectivity solutions. The role bridges sales, engineering, and operations to drive adoption, satisfaction, and long‑term growth.

Key responsibilities

• Lead customer onboarding activities in partnership with Sales, documenting goals, expectations, and success criteria.
• Build trusted relationships across customer Engineering, Operations, and Implementation teams.
• Drive adoption of Ciena products and services through data analysis and structured success methodologies.
• Identify and qualify upsell and cross‑sell opportunities aligned to customer business goals, collaborating with Account Management.
• Monitor customer health indicators and success metrics to identify and mitigate post‑sales risks.
• Orchestrate cross‑functional responses to critical customer issues, ensuring timely resolution and communication.
• Conduct business and operational reviews to communicate achievements, understand strategic priorities, and recommend solutions that increase customer value.

Required profile

• Bachelor’s degree in Business, Engineering, Communications or equivalent work experience.
• Minimum 2 years of experience in the telecommunications industry in a customer‑engagement role (e.g., customer success, technical support, service delivery).
• Excellent written, verbal and presentation communication skills for engagement with customers and internal stakeholders.
• Strong problem‑solving approach that drives positive change and continuous improvement.
• Ability to influence outcomes through persuasion, negotiation, and consensus‑building across teams.

Required skills