Customer Success Manager

Menlo Security

13d

About The Position

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.

Requirements

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

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 tactical 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level