Senior Manager, Customer Success

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.

Job Description:

As a Manager, Customer Success at Menlo, you must ensure that our customers meet product usage milestones and guide them to achieve their desired outcomes with Menlo Security's product suite. You have in-depth knowledge of security, the level of 

expertise to be a strategic advisor, and a proven track record of retaining and expanding customers through value selling. You will build relationships with customer personas, including CTOs, CISOs, Security Architects, Security Engineers, Threat Research teams, and administrators, so you must be able to nurture and present at multiple levels.

Your Impact

• You provide value to our clients through value selling

• Develop, own and be accountable for success plans that will lead to our customers achieving their desired outcomes

• You retain and expand with customers in your portfolio

• Align with critical parties (internally and externally) to advance renewals

• Develop a positive relationship with customer shareholders, channel partners, sales counterparts and executive sponsors to drive product adoption

• Build and nurture relationships at all levels, including C-suite

• Keep our customers moving toward desired outcomes through Customer Lifecycle Management

• Create expansion plays by understanding customers' pain points in their security stack

• Be a customer advocate in influencing product roadmap and continuous improvement opportunities

• Coach customers on how to establish and implement their cloud security change management, governance, and center-of-excellence programs

• Identify and advance risks through risk mitigation strategies to get customers back on track toward their desired outcomes

• Gain a deep understanding of typical business challenges faced by our customers to map features in their security environments appropriately

• Address and associate business benefits to align with emerging and evolving needs

• Identify risks to renewals with our clients on an ongoing basis and collaborate with internal teams to remediate client concerns

• Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new opportunities (including going onsite with customers to strengthen key relationships)

• Monitor and be accountable to key performance metrics like customer satisfaction, renewal rates, upsell/cross-sell lead identification, reference-ability, renewal likelihood (forecasting), adoption, consumption, and customer engagement

• Use key metrics to build a strategic plan to address decreases or negative changes in the metrics listed above

Your Experience

• 3+ years working in pre-sales, account management, customer success, consulting or similar roles related to driving customer success and adoption

• Experience with Finance, Government, and other Enterprise entities

• Experience working with cloud platforms (Amazon Web Services, Google Cloud Platform, Azure), networking, email, and/or cybersecurity technologies

• Previous experience with a SaaS solutions company and/or an enterprise software company

• Strong consulting and project management skills, with validated results working as a reliable advisor to drive business value for customers

• Highly data-driven with a dedication to following the process

• Passionate about driving and tracking a consistent meaningful engagement process with all cu