As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

Ciena (NYSE:CIEN) is a global leader in optical and routing systems, services, and automation software. We build the world’s most adaptive networks to address ever-increasing digital demands for richer, more connected experiences for all users.

Customer Success Advocates (CSAs) are responsible for retaining, growing, and minimizing churn across Ciena’s customer base. CSAs are a strategic advocate and participant are a key component in creating one-to-many solutions to strengthen Ciena’s customers’ experience, outcomes, and education.

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/ and 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 general customer experience

Collaborate with appropriate account team(s) to ensure seamless communication, execution, deployment, and engagement throughout the customer’s journey with Ciena Drivee and influence the value and adoption e, 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 The must haves:

Passionate about maximizing your customers’ outcomes, experiences, and education

Naturally predictive and proactive in problem-solving

Excellent presentation skills

Passionate about being client-facing environment

Highly organized and effectively responsive to customer needs

Technologically savvy





Exceptional communication and conflict resolution skills

Enjoys a high degree of autonomy and independence

Thrives Excels in thought leadership

Naturally optimistic Upbeat, positive, and with a good attitude focused on solving complex problems

Ability to influence through persuasion, negotiation, and consensus building

Naturally Skilled inbuilds building relationships across a diverse customer base

Enjoys multi-tasking and thrives in a fast-paced environment

Able to take the lead in in moving conversations and projects forward

Combined Extensive background of in both pre-sales and post-sales motions experience

Strong analytical skills and a deep understanding of value drivers and KPIs in recurring revenue business models

Ability to create, translate, and manipulate data into actionable insights

Strong critical thinking and complex problem- solving skills

Enjoys working in a collaborative environment with a team

Results-driven mentality that balances speed and quality

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 At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

Ciena is an Equal Opportunity Employer, including disability and protected veteran status.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.

📌 Customer Success Advocate: Tech Touch Centralization (México)
🏢 Ciena
📍 México