Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for a portfolio of mid-market and emerging enterprise clients.

• Conduct regular customer meetings in line with security objectives and Menlo’s offerings.

• Facilitate Quarterly Business Reviews that assess platform usage, health metrics, and achieved value.

• Promote product usage by pinpointing underutilized features and offering training sessions or resources.

• Track customer health scores and proactively manage low engagement or technical challenges.

• Assist clients in defining and monitoring tactical success milestones, including policy deployments or user rollouts.

• Oversee contract renewals and ensure prompt execution of agreements.

• Spot expansion opportunities and work closely with Account Executives to finalize them.

• Keep precise account information and activity records in Salesforce and Gainsight.

• Cultivate a deep understanding of Menlo Security products and their integration with SSO, proxies, and firewalls.

• Connect customers with Support and Engineering teams to efficiently resolve technical issues.

• Collect and organize customer feedback for Product prioritization.

• Identify satisfied customers for references or testimonials.

⛳️ Requirements

• 3–6 years of experience in Customer Success, Account Management, or a technical client-facing position.

• Prior experience in B2B SaaS is mandatory.

• Bachelor’s degree in a relevant field or equivalent practical experience is required.

• Excellent verbal and written communication skills.

• Capability to convey technical concepts to non-technical users.

• Demonstrated ability to manage a large number of accounts and prioritize tasks effectively in a dynamic environment.

• Basic understanding of cybersecurity principles, including cloud security, network security, and zero trust.

• Familiarity with CRM platforms, particularly Salesforce.

• Experience with Customer Success tools, especially Gainsight, is preferred.

🏝️ Benefits

• Eligibility for stock-based compensation grants contingent on both company and individual performance.

• Opportunity to become a Menlo Security shareholder through stock-based compensation grants.