Senior Customer Success Manager, Menlo Security

• 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

Desirable

• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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