Customer Success Manager

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.

Position Overview 

The Customer Success Manager is an individual contributor who will manage the commercial and technical relationship with our customers. The Customer Success Manager is responsible for ensuring complete customer satisfaction throughout the entire journey. While remoting or traveling to customer sites to assist in proper design, deployment and management, the ultimate success is ensuring a positive experience for the customer. 

In the customer management role, you will be a key field resource, working hand-in-hand with the deployment team, partners and customers, to provide deployment advisory services to ensure proper design, configuration, resiliency, and overall best practices are followed. You are a liaison, with the customer, to ensure that all concerns are addressed in a timely and meaningful manner. 

In the customer success role, you will play a major part in the post-sales customer management and customer management process. Expertise in the technical elements of the solution and clarity of instruction are important competencies in this position. Success in this role will be demonstrated through improvements in the growth and retention of clients as well as the ability to properly forecast future growth and retention. 

You have in-depth knowledge of network security and a level of expertise to be a strategic advisor and consultant with 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. You must be able to nurture and present at multiple levels. 

Responsibilities 

• Creatively drive upsell campaigns with the customers to ensure we maximize NRR, GRR and NPS 

• Deliver in region workshops and user groups which enable customers on new product features and functionalities…driving expansion opportunities and maximizing customer value. 

• Liaise with sales and pre-sales teams to grow existing customer relationships

• Work closely with Customers and their Technical Teams 

• Coach Customers to use products effectively 

• Understand customer requirements and deliverables and create a comprehensive Statements of Work (SOW). 

• Present Menlo cloud security assessments (with recommendations) to Customers 

• Create and deliver detailed and professional level documentation

• Understand System integration with SSO, Azure, AD, Proxies, Cloud API, VM's & Firewalls and integrate with Menlo 

• Create test plans and implement solutions 

• Strong project management skills, delivering services on-time. 

• Provide engineering and product teams with customers’ feedback to help identify potential new features or products, and continuously improve the services

• Identify solutions to reduce support costs 

Job Requirements 

• 10+ years of prior work experience in similar positions (e.g. Customer Success Manager, Technical Account Manager, Sales Engineer). 

• Understanding of MDM, Cloud APIs, Strong Networking concepts, Network Architecture, Load Balancing Technologies and SIEM 

• Excellent knowledge and prior experience selling network security technologies including but not limited to: Proxies, NG Firewalls, SSL/IPSec, SSO(SAML/OAuth/LDAP), DLP and CASB gateways 

• Prior experience in early-stage startups and self-motivated 

• Excellent problem solver via collaboration and running sessions to come up with new, innovative ideas. 

• Strong communication (written and verbal) and presentation skills, both internally and externally 

• Excellent organizational skills 

• Willingness to listen, learn and incorporate others ideas into all aspects of the job. 

• Experience with working with Fortune 500 companies 

• Ability to travel to customers' sites, conferences, and other related events as required. 

• Comfortable with travel up to 20% 

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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.