Customer Success Manager

Job description

Menlo Security is the leader in Browser Security for human and agentic workforces. Our mission is to enable humans and agents to connect, communicate, and collaborate securely, without compromise. The Menlo Browser Security Platform protects organizations from cyberattacks by stopping threats across the web, documents, and email before they reach the user. With Menlo Agent Runtime Security (MARS), that protection now extends to the AI agents working alongside every employee. Menlo Security is trusted by major global businesses, including Fortune 500 companies and government agencies, to protect their most valuable asset, their data, and is backed by top-tier investors. **About the Role** **Role Overview:** 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. 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. MSGL-I4 Follow us on [LinkedIn](https://www.linkedin.com/company/menlo-security/)! **Why Menlo?** At Menlo, we don't settle for the status quo — in our technology or our culture. How we think and act is just as important as what we build. Our culture is defined by five core mindsets: **Proactive Leadership**, **Straight Talk**, **United Impact**, **Elevated Talent**, and **Customer-Compelled**. We take ownership and drive outcomes without waiting to be told. We communicate directly and seek hard truths. We break down silos and win together. We hold a high bar for ourselves and the people around us. And we treat every customer interaction as mission-critical. If you're someone who sees it, owns it, solves it, and does it — you'll thrive here. **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.***