Customer Experience Customer Success Specialist - Duo Security

Cisco - San Jose, CA

Full-time - Mid Level

San Jose, CA

Computer and Electronic Product Manufacturing

About the position

The Customer Success Manager at Duo Security, part of Cisco, is responsible for driving customer success through effective onboarding, feature adoption, and renewals. This role focuses on ensuring customers derive maximum value from their investments in Duo's services, while also identifying opportunities for expansion and upselling. The position requires collaboration with internal teams and stakeholders to advocate for customer needs and enhance product offerings.

Responsibilities

• Driving the ultimate success of customers, including their onboarding experience, ongoing feature adoption, and renewals.
• Ensuring customers derive maximum value from their investment in Duo and fully utilize their subscriptions and services.
• Providing recommendations based on customer infrastructure and use cases, processing feature requests, and engaging customers in product betas, case studies, and webinars.
• Proactively identifying new opportunities for expansion and upsell by collaborating with the sales team.
• Driving seamless onboarding processes and working cross-functionally with support and services teams to lead successful deployments.
• Developing and implementing tailored strategies that provide continued value to customers, ensuring renewals and long-term account growth.
• Translating customer sentiment to internal teams and advocating for strategic product decisions.
• Developing and fostering a trusted advisor relationship to establish and maintain credibility.

Requirements

• 2 years in a customer-facing proactive role (e.g., customer success manager, account manager).
• Demonstrated experience presenting to executive-level stakeholders.
• Experience working in a KPI-driven environment (e.g., churn mitigation and increased adoption).

Nice-to-haves

• Experience in the cybersecurity industry.
• Familiarity with multi-factor authentication (MFA) solutions.

Benefits

• Health insurance
• 401k plan
• Flexible scheduling
• Professional development opportunities
• Paid holidays
• Wellness programs