Senior Customer Success Manager

Job Description Menlo Security's mission is enabling the world to connect, communicate and collaborate securely without compromise. COVID-19 has made our mission all the more real. We support customers across various enterprises including Fortune 500 companies, 9/10 of the largest global banks and the Department of Defense. The world has fundamentally changed. We are growing from 400 employees into the next phase of our journey, and we need passionate talent filled with empathy and agility. The right candidate for the job is ethical, hyper-organized, fanatical about seeing things through to completion, service-oriented, and humble enough to take feedback and coaching yet confident enough to provide feedback and coaching. Menlo is well-funded for growth and our investors are second to none. They include Vista Equity Partners (Vista), General Catalyst, JPMC, American Express, HSBC, and Ericsson Ventures. About Menlo Security: Menlo Security is a leading cybersecurity company dedicated to eliminating cyber threats and protecting organizations with its innovative Isolation-powered Cloud Security Platform. We help businesses secure their internet use and application access, preventing highly evasive adaptive threats, zero-hour phishing, and ransomware. Our mission is to enable the world to connect, communicate, and collaborate securely without compromise. We value customer empathy, creative thinking, execution, collaboration, and alignment. Role Overview: As a Senior Customer Success Manager at Menlo Security, you will be a strategic partner to our enterprise and mid-market customers, ensuring they derive maximum value from their investment in Menlo Security's solutions. You will be responsible for building strong, lasting relationships with key stakeholders, driving product adoption, identifying opportunities for expansion, and ultimately contributing to high customer satisfaction, retention, and growth. This role requires a blend of strong relationship management skills, technical acumen, and a proactive approach to customer advocacy. Key Responsibilities: - Strategic Relationship Management: - Serve as the primary point of contact and trusted advisor for a portfolio of key customer accounts, including engagement with C-suite executives (CTOs, CISOs, Security Architects, etc.). - Develop and maintain strong, positive relationships with customer stakeholders, aligning on business objectives and driving success throughout the customer journey. - Conduct regular business reviews (e.g., Quarterly Business Reviews - QBRs) to demonstrate ROI, review progress, and align on future strategic initiatives. - Value Realization & Adoption: - Ensure customers continuously realize tangible value from their Menlo Security solutions, promoting optimal utilization and maturity of the platform. - Work with customers to define clear success criteria and track progress against agreed-upon metrics. - Proactively identify opportunities for increased product adoption and utilization, educating customers on new features and best practices. - Provide guidance on security best practices and how Menlo Security's solutions can address evolving threats. - Retention & Growth: - Drive contract renewals and identify opportunities for upsell and cross-sell within your assigned accounts. - Manage the renewal pipeline and provide accurate forecasts. - Collaborate with the Sales team to facilitate seamless transitions from pre-sales to post-sales and identify expansion opportunities. - Customer Advocacy & Feedback: - Cultivate customer advocates who can serve as references, participate in case studies, and provide testimonials. - Act as the voice of the customer internally, relaying feedback to Product, Engineering, and Support teams to influence future product roadmaps and improve service delivery. - Identify and mitigate at-risk accounts, developing and executing remediation plans. - Technical Acumen: - Maintain a high level of technical understanding of Menlo Security's products and the broader cybersecurity landscape (e.g., web proxies/secure web gateways, NG Firewalls, SSL/IPSec, SSO, DLP, CASB, SASE, cloud security). - Be able to discuss and understand system integrations (SSO, Azure AD, Proxies, Cloud API, VMs, Firewalls) and assist customers with technical queries or direct them to appropriate support channels. - Provide insights on product performance and work with internal teams to resolve complex technical issues. - Cross-functional Collaboration: - Work closely with internal teams including Sales, Marketing, Product, Engineering, and Support to ensure a cohesive customer experience and drive customer success. - Shepherd customers through the optimal customer journey, fostering strong satisfaction and enabling true business value attainment. - Reporting & Metrics: - Monitor and manage key performance indicators (KPIs) such as Net Retention Rate (NRR), Gross Renewal Rate (GRR), Net Promoter Score (NPS), adoption rates, and overall customer health scores. - Report on customer success metrics to internal leadership. - Travel as Needed: Be comfortable with traveling up to 20% of the time to meet with customers onsite, attend industry events, or participate in internal team meetings. Required Skills & Experience: - 5+ years of progressive experience in Customer Success, Account Management, or a similar client-facing role within a B2B SaaS environment, preferably in the cybersecurity industry. - Proven track record of managing enterprise accounts, driving customer satisfaction, retention, and growth. - Strong understanding of cybersecurity concepts and technologies (e.g., cloud security, network security, threat prevention, zero trust). - Exceptional communication (written and verbal), presentation, and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels. - Demonstrated ability to strategically engage with C-level executives and technical decision-makers. - Highly organized with strong project management skills and the ability to manage competing priorities. - Data-driven approach to customer success, with experience defining and tracking KPIs. - Proficiency with CRM and Customer Success platforms (e.g., Salesforce, Gainsight). - Proactive, problem-solving mindset with a passion for helping customers achieve their business outcomes. - Bachelor's degree in a relevant field (e.g., Computer Science, Business, Cybersecurity) or equivalent practical experience. Desired Qualifications (Plus Factors): - Experience working with Finance and/or Government entities. - Familiarity with cloud platforms (AWS, GCP, Azure). - Experience in a fast-paced, high-growth startup environment. MSGL-I4 Why Menlo Our culture is collaborative, inclusive, and fun We have five core values: Stay Aligned, Get It Done, Customer Empathy, Think Creatively and Help Each Other Out. We believe in open communication, supporting new ideas, and sharing a mutual mindset of what we're aiming to achieve together. There are tremendous opportunities to take initiative, implement new ideas, and have a hand in building a legacy. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability. TO ALL AGENCIES: Please, no phone calls or emails to any employee of Menlo Security outside of the Talent organization. Menlo Security's policy is to only accept resumes from agencies via Ashby (ATS). Agencies must have a valid services agreement executed and must have been assigned by the Talent team to a specific requisition. Any resume submitted outside of this process will be deemed the sole property of Menlo Security. In the event a candidate submitted outside of this policy is hired, no fee or payment will be paid.