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Menlo Security is the leader in Browser Security for human and agentic workforces. The company protects organizations from cyberattacks by stopping threats across the web, documents, and email before they reach the user, and extends that protection to AI agents working alongside employees. Menlo is trusted by Fortune 500 companies and government agencies and is backed by top-tier investors.
As a Customer Success Manager, you will be the primary partner for mid-market and emerging enterprise customers, ensuring they successfully adopt and find value in Menlo's 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.
Key Responsibilities:
- Serve as the main point of contact for assigned accounts, focusing on project managers and security practitioners, maintaining regular cadences to ensure alignment on 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; monitor customer health scores and proactively reach out to accounts showing low engagement.
- Help customers define and track tactical success milestones such as 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; identify successful customers who can serve as references or provide testimonials.
Requirements:
- 3–6 years of experience in Customer Success, Account Management, or a technical client-facing role; B2B SaaS experience is required.
- 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.
- 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.
