Duo Security
Our mission is simple: democratize security by making it easy and effective for everyone to use.
Austin, TX

Principal Customer Success Manager \u2013 Duo Security at Duo Security

| Austin
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Duo Security, now part of Cisco, is the leading multi-factor authentication (MFA) and secure access provider. Duo + Cisco = Disco With the Most Loved Company in Security and the global leader in network technology joining forces, there are more exciting opportunities than ever to be at the forefront of securing the cloud. Our mission is simple: democratize security by making it easy and effective for everyone. We're transforming security from the ground up by solving the world's most pressing geopolitical challenge - safe, secure information access. We engineer our business to enable our customers to easily address their ever-evolving security challenges. We believe that impactful work is rewarding work and that our team is at its best when everyone feels empowered to bring their whole self to work. We learn together by hiring for cultural contribution, not cultural fit, and recognize that diversity in background and thought are essential to building high-impact teams. We invest in growth and learning opportunities and encourage our people to never stop learning. We foster collaboration and believe in being recognized (and rewarded!) for hard work. We champion a healthy work-life balance. We're kinder than necessary. Together we build for the future by designing simple solutions for complex problems. And that's why we're the most loved and trusted name in security.Your responsibilities will include:
  • Driving the ultimate success of Duo's most strategic customers, including their onboarding experience, ongoing feature adoption, and renewal
  • Ensuring that customers derive maximum value from their investment in Duo and fully use their subscriptions and services on an ongoing basis
  • Providing recommendations based on customer's infrastructure and use cases, process feature requests, and engage customers in product betas, case studies, and webinars as applicable
  • Proactively identifying new opportunities for expansion and up-sell opportunities across your book of business by collaborating with the sales team to ensure subscription growth and increased solution footprint
  • Driving seamless onboarding processes and working cross-functionally with our support and services team to proactively lead successful deployments
  • Developing and implementing tailored programs that provide continued value to the customer, ensuring renewals and driving long-term account growth
  • Translating customer sentiment to internal teams and appropriately advocating for strategic product decisions.
  • Developing and fostering a trusted advisor relationship to establish and maintain credibility
  • Providing leadership through one-on-one relationships, team interactions, and special projects. Successfully balance individual and team goals.
  • Demonstrating thought leadership and helping evangelize new ideas, strategies, and concepts with team members, other internal teams, and customers.
  • Partnering with cross functional teams for process improvement.
The skills you have:
  • Effective Communication + Ability to Influence: You can demonstrate active listening, synthesize information, effectively communicate, and present with confidence and empathy to varied internal and customer stakeholders while dynamically adapting style & content to a broad range of customer audiences (e.g., from IT staff to CISO) and internal audiences (e.g., from team members to senior management). You actively participate in (and are sought out for) large scale communication opportunities, such as marketing webinars or client company presentations.
  • Building Collaborative Relationships: You can proactively collaborate with multiple internal & customer stakeholders to identify opportunities, address challenging situations, support customers through incident response situations. You can influence decision-makers across multiple business units by strategically asking discovery questions, and deliver solutions that work for the customer. You have a track record of engaging and sustaining strategic dialogue with executive level positions and influence customer thinking, direction, and timeline. Internal sales teams seek out strategic guidance from you.
  • Active Learning and Continuous Improvement: You are curious and can continuously learn about product features and functionality, provide recommendations based on customer's infrastructure and use cases, process feature requests, and engage customers in product betas, case studies, webinars, etc., as applicable. You have a proven track record of facilitating conversations between customers and product development, influencing product roadmap direction, and prioritizing specific features.
  • Self Awareness: You possess self-awareness, show empathy and discernment in challenging situations, own accountability for responsibilities and commitments. You can provide, receive, consider, and incorporate actionable feedback to/from your peers and leadership. You are seen as a role model and are sought out as a resource for other teams to assist in resolving their challenging situations.
  • Project Management: You are a power user and strong adopter of tools and standardized processes to document customer objectives and project the health of an entire book of business. You can effectively prioritize concurrent, highly-complex projects to manage and deliver on customer and internal expectations. You continually seek improvement of existing tools and identify and promote adoption of tools and processes as best practices.
  • Strategic Planning and Account Management:You can develop and execute strategies for customer portfolio, including customer engagement, risk identification and mitigation, product adoption, customer expansions, and product upgrades. Engage full account teams to proactively plan for meaningful engagement with customers. You are considered a strategic partner by sales peers and leadership and provide guidance to sales partners on renewal and upsell opportunities.
  • Team Player:You can proactively contribute to a positive environment that values people and work, openly share problems and successes, and work across teams to help refine processes and achieve goals. You can take responsibility for your own actions and recognize mistakes as learning opportunities. You proactively seek engagement with teammates across segments and geo locations and are sought out as a resource to actively contribute to projects.
Duo is committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture, but our reputation and Duo's achievement as well. In recruiting for our team, we welcome the unique contributions that all potential candidates can bring in terms of their education, opinions, culture, ethnicity, race, gender identity and expression, nationality, age, languages spoken, veteran's status, religion, disability, sexual orientation and beliefs.And if this role is exciting to you, we encourage you to apply even if you don't meet all 100% of the description or qualifications. Finally and most importantly, we are a proud Equal Opportunity Employer.
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Where we are

Duo's Austin office is located in the heart of downtown.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • FluxLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • CaffeFrameworks
    • Ember.jsFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative SuiteDesign
    • MarvelDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • TrelloManagement
    • WrikeManagement
    • SalesforceCRM
    • MarketoLead Gen
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What are Duo Security Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available

An Insider's view of Duo Security

How does your team reward individual success?

It can be as quick as some karma in Slack. We do team appreciations at the start of team meetings and Cisco has connected recognition which allows individuals to recognize the great work someone has done along with a monetary award, from $25 on up! We also celebrate life with team members, for example throwing a virtual baby shower!

Hector

Senior Engineering Manager

What's the biggest problem your team is solving?

Our cross-functional team of data scientists, software engineers, and designers, as well as product and security experts is building an intuitive adaptive authentication system. We’re moving past basic rule-based approaches to create a dynamic experience that people will love for keeping them secure while staying unobtrusive.

Brian

Head of Data Science and Engineering

What are some things you learned at the company?

Early on, I thought that success in the security industry was attributed solely to people's ideas or intellect. Since then, I've learned that the most important thing to have in any industry is empathy. Without empathy, you can't build a product that people will love or a place that people will want to work. Empathy is a foundation for success.

Olabode

Senior Data Scientist

What is your vision for the company?

My overall vision is to provide mechanisms for the business to build simple, safe and secure products that our customers and partners intrinsically trust. It is my belief that when we empower our teams and stakeholders to creatively work together instead of falling on process and procedure for the sake of it, our creativity opens to new heights.

Amanda

Head of Product Security

What makes someone successful on your team?

Success for us is taking the road less traveled to achieve better results, meaning we look for teammates who bring perspectives from all walks of life and who are not afraid to use their voice. We believe this combination results in good outcomes because we end up paving our path to success with a diversity of thought.

Amanda

Internal Communications Manager

Jobs at Duo Security
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