Customer Success Manager

Summary

Menlo Security provides a Browser Security Platform that protects organizations from cyberattacks across the web, documents, email, and AI agents. The Customer Success Manager will manage mid-market and emerging enterprise accounts, driving product adoption, customer health, retention, renewals, expansion, and successful use of the company’s cloud security platform.

Responsibilities

• 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
• 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)
• 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
• 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
• 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

Skills

• 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

Qualifications

Must Haves

• 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

Nice to Haves

• Tools: Experience with CRM software (Salesforce) and Customer Success tools (Gainsight) is preferred

Benefits

• 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.
• Remote work