Digital Customer Lifecycle Program Manager, Menlo Security
$88-132k
Listed salary range applies to NY, CO, CA, and WA only
Cloud-based security platform
Job no longer available
Cloud-based security platform
201-500 employees
Job no longer available
$88-132k
Listed salary range applies to NY, CO, CA, and WA only
201-500 employees
Company mission
To help businesses and organizations achieve full online productivity to achieve their goals by pre-emptively eliminating cyber attacks.
Role
Who you are
- The ideal candidate is strategic, process-oriented and will be responsible for creating a seamless digital experience for our customers that drives adoption, customer satisfaction, retention and growth
- You must be able to build out, observe and measure program progress and continue to evolve and deliver scalable long-term success
- 5+ years of Customer Success (or Marketing) experience
- Proven ability to influence cross-functional teams without formal authority
- Excellent attention to detail; the ability to prioritize and work on multiple projects in a fast-paced, changing environment
- Ability to manage stakeholder expectations against competing priorities and timelines
- Experienced in thinking outside the box to solve customer and business challenges
- Confident communicator that is able to navigate diverse opinions related to a project or strategy and effectively align stakeholders around an agreed outcome
- Team oriented with a strong sense of “One Team - One Dream.”
- Gainsight (or other Customer Success platforms), Pendo, Salesforce.com, & Google Sheets experience is required
- Preferred - Experience in a high-growth, SaaS company
- Preferred - Experience administrating and planning virtual events (webinars, office hours, etc.)
What the job involves
- This role will report to the Sr. Director of Customer Success Operations
- Create data-driven methods for targeting customer segments considering lifecycle stage, segment, persona, and product
- Develop a strong understanding of the Menlo Security Customer Journey and be able to identify, plan and execute on initiatives to improve that journey
- Build Customer Lifecycle communications based on personas & product usage data to deliver relevant content to our users in collaboration with our Product, Marketing and Customer Success teams
- Develop In-App messages to increase product adoption with customer resources
- Develop In-App guidance for customers during crucial moments in administering the Menlo Security product suite by partnering with our Services, Support and PX teams
- Develop decks, playbooks and digital assets that can be used by our CS teams to deliver meaningful outcomes with our customers
- Test, measure, track, and analyze data to show impact of Digital CS Programs
- Document program definitions and processes
- Lead enablement sessions for internal stakeholders on changes that impact our customer experience
- Support our Customer Success Virtual Events
Our take
Menlo Security takes a “zero trust” approach to computer threats by isolating all of a business’s web browsing and putting it on a remote server. Instead of depending upon software to scan and search for threats, it prevents attacks from ever reaching the system. Browsing activity no longer takes place on the end user’s device, instead, it all happens on a remote cloud service which is operated by the company. This service is the largest secure web gateway in the world.
Menlo Security has focused on protecting businesses from web and email attacks, and its model means that it can be integrated with most popular browsers. A particularly appealing aspect of its service is that it doesn’t require businesses to install new software or change their approach, drastically reducing friction for users and making onboarding a far simpler experience.
Currently used by 8 out of 10 of the world's largest banks and capable of completely stopping up to 90% of threats, Menlo Security is in a strong position. It is still continuing to develop its services, however, most recently building out a range of AI-powered tools to detect and prevent phishing and ransomware attacks. Moves like this seem likely to help keep Menlo Security at the forefront of its sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Nov 2020
$100m
SERIES E
Jul 2019
$75m
SERIES D
Total funding: $260.5m
Company HQ
Old Mountain View, Mountain View, CA
Leadership
Amir Ben-Efraim
(Co-Founder & CEO)Having studied at UCB, Stanford, and UCLA, they worked in Business Development at Check Point Software before founding Blue Wireless in 1999. They continued to work in Security Software, before co-founding Menlo Security in 2013.
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