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

Sr. Customer Success Manager - Duo Security

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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 your 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 flawless 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 encouraging 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 compassion 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).
  • Building Collaborative Relationships:You can proactively collaborate with multiple internal & customer partners to identify opportunities, address complicated 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.
  • 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.
  • Self Awareness:You possess self-awareness, show compassion & discernment in complicated situations, own accountability for responsibilities & commitments. You can provide, receive, consider, and incorporate actionable feedback to/from your peers and leadership.
  • 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 lead and deliver on customer and internal expectations.
  • Strategic Planning and Account Management:You can develop and execute strategies for customer portfolio, including customer engagement, risk identification & mitigation, product adoption, customer expansions, and product upgrades.
  • Teammate: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


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.
Cisco Covid-19 Vaccination Policy
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco requires all new hires to be fully vaccinated against COVID-19 in the U.S., unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.

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What are Duo Security Perks + Benefits

Duo Security Benefits Overview

We like to keep everyone happy and healthy. From financial security to personal growth, we're here to support you.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Office Perks
Company-sponsored outings
Free snacks and drinks
Onsite office parking
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

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