Senior Customer Success Manager

Senior Customer Success Manager

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 include :

• 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.
• 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 and experience include :

Desired qualifications (Plus Factors) include :

Our compensation and benefits :

At Menlo Security, Base Salary is one part of our competitive total compensation and benefits package and is determined using a salary range. The base salary range for this role is $102,400 - $153,600.

In accordance with NY, CO, CA, and WA law, the range provided is Menlo Security's reasonable estimate of the base compensation for this role. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, knowledge, skills, abilities, and location. All employees may be eligible to become Menlo Security shareholders through eligibility for stock-based compensation grants, which are awarded to employees based on company and individual performance.

Menlo Security does not accept unsolicited resumes from search firm recruiters. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Menlo Security.

Menlo Security is an equal opportunity employer. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

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.