Customer Success Manager

As a Customer Success Manager at Menlo Security, you will be the primary partner for our mid-market and emerging enterprise customers, ensuring they successfully adopt and find value in our Isolation-powered Cloud Security Platform. You will manage a diverse portfolio of accounts, guiding them through the post-onboarding journey to drive product health, long-term retention, and steady growth. This role is ideal for a proactive professional who excels at building functional relationships, solving problems, and educating users on technical best practices.

Key Responsibilities:

• Relationship Management & Health:
  • Serve as the main point of contact for a portfolio of assigned accounts, focusing on project managers and security practitioners.
  • Maintain regular cadences with customers to ensure alignment on their security goals and Menlo’s capabilities.
  • Conduct Quarterly Business Reviews (QBRs) to report on platform usage, health metrics, and realized value.
• Adoption & Enablement:
  • Drive deep product adoption by identifying underutilized features and providing targeted enablement sessions or resources.
  • Monitor customer health scores and proactively reach out to accounts showing low engagement or technical hurdles.

Help customers define and track tacticaAl success milestones (e.g., specific policy deployments or user rollouts).

• Retention & Operations:
  • Manage the renewal process for your assigned book of business, ensuring timely contract execution.
  • Identify expansion opportunities (upsell/cross-sell) and collaborate with Account Executives to close them.
  • Maintain accurate account data and activity logs in Salesforce/Gainsight.
• Technical Guidance:
  • Develop a solid understanding of Menlo Security’s core products and how they integrate with common customer environments (SSO, Proxies, Firewalls).
  • Act as a bridge between the customer and Support/Engineering to ensure technical issues are resolved efficiently.
• Voice of the Customer:
  • Gather and synthesize customer feedback to help the Product team prioritize features that solve real-world user challenges.
  • Identify successful customers who can serve as references or provide testimonials.

Required Skills & Experience:

• Experience: 3–6 years of experience in Customer Success, Account Management, or a technical client-facing role (B2B SaaS experience is a must).
• Education: Bachelor’s degree in a relevant field or equivalent practical experience.
• Communication: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Organization: Proven ability to manage a high volume of accounts and prioritize tasks effectively in a fast-paced environment.
• Technical Interest: A foundational understanding of cybersecurity concepts like cloud security, network security, and zero trust.
• Tools: Experience with CRM software (Salesforce) and Customer Success tools (Gainsight) is preferred.