Senior Technical Customer Success Manager

Menlo Security's https://www.menlosecurity.com/ 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 http://www.vistaequitypartners.com/?utm_source=vistapressrelease&utm_campaign=menlosecurity”), 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:

  • Conduct regular business reviews (e.g., Quarterly Business Reviews - QBRs) to demonstrate ROI, review progress, and align on future strategic initiatives.

• 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.

• 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:

• 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.

Follow us on LinkedIn https://www.linkedin.com/company/menlo-security/!

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.