Customer Experience Customer Success Specialist - Duo Security

Duo Security - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

Professional, Scientific, and Technical Services

About the position

The Customer Experience Customer Success Specialist at Duo Security is responsible for ensuring the success of customers by managing their onboarding experience, ongoing feature adoption, and renewals. This role focuses on maximizing customer value from their investment in Duo's services, driving seamless onboarding processes, and developing tailored strategies for long-term account growth. The specialist will also advocate for customers internally and identify opportunities for expansion and upselling.

Responsibilities

• Driving the ultimate success of customers, including their onboarding experience, ongoing feature adoption, and renewals.
• 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, processing feature requests, and engaging customers in product betas, case studies, and webinars as applicable.
• Proactively identifying new opportunities for expansion and upsell 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 strategies 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.

Requirements

• 2 Years in a Customer Facing Proactive Role (e.g., customer success manager, account manager).
• Demonstrated experience presenting to executive level stakeholders.
• Demonstrated experience working in a KPI driven environment (e.g., churn mitigation and increased adoption).

Nice-to-haves

• Effective Communication + Ability to Influence: Demonstrated active listening, synthesizing information, and presenting with confidence and empathy.
• Building Collaborative Relationships: Proactively collaborating with internal & customer stakeholders to identify opportunities and address challenging situations.
• Active Learning and Continuous Improvement: Curiosity and ability to continuously learn about product features and functionality.
• Self Awareness: Owning accountability for responsibilities & commitments and incorporating actionable feedback.
• Project Management: Executing standardized processes and tools to document customer objectives and project health.
• Strategic Planning and Account Management: Developing and executing strategies for customer engagement and product adoption.
• Team Player: Contributing to a positive environment that values people and work.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee stock purchase plan
• Health insurance
• Life insurance