Manager, Customer Success

Menlo Security's mission is enabling the world to connect, communicate and collaborate securely without compromise. COVID-19 has made our mission all the more real. We support customers across various enterprises including Fortune 500 companies, 9/10 of the largest global banks and the Department of Defense.

The world has fundamentally changed. We are growing from 400 employees into the next phase of our journey, and we need passionate talent filled with empathy and agility. The right candidate for the job is ethical, hyper-organized, fanatical about seeing things through to completion, service-oriented, and humble enough to take feedback and coaching yet confident enough to provide feedback and coaching.

Menlo is well-funded for growth and our investors are second to none. They include Vista Equity Partners (“Vista”), General Catalyst, JPMC, American Express, HSBC, and Ericsson Ventures.

Job Description:

As a Manager of Customer Success at Menlo, your role is to manage and develop a high-performing team of Enterprise and Midmarket Customer Success Managers to ensure we deliver outcomes to both our customers and the business in an efficient manner. You must ensure that our customers continuously realize value throughout the customer journey and become Menlo advocates as we drive renewal and expansion opportunities.

You have the ability to motivate a team relative to the in-depth knowledge of security, the level of expertise to be a strategic advisor, and a proven track record of retaining and expanding customers through value selling. You will build relationships with both internal organizations (Sales, Marketing, Engineering, Support, Product, etc.) and customer personas, including CTOs, CISOs, Security Architects, Security Engineers, Threat Research teams, and administrators. You must be able to develop a team, be accountable for both customer and business results, and be able to present those results at multiple levels inside and outside the organization.

Position Outcomes: 

Menlo has a reputation for meeting or exceeding high levels of customer advocacy (including satisfaction, loyalty, and referrals) as well as delivering business outcomes (Gross Renewal Rates, Net Retention Rates) that secure both short-term revenue growth and long-term company success. 

Your Impact

• Recruit, develop and retain a regional team of Customer Success Managers (CSMs) who are responsible for the development and execution of success/value plans to achieve customer and business outcomes for a defined segment of accounts.

• Be able to manage competing priorities and adjust focus in real time to deliver the immediate needs of the business.

• Be a thought leader in the Customer Success industry. Develop and Own new transformative processes and tooling that improve efficiencies for the business. Evangelize the new processes with other organizations and gain global buy in and adoption.

• Be able to present the state of the Customer Success organization clearly and concisely to Executive Leadership.  Identify opportunities for improvement and evangelize the business impact/need to the leadership team.

• Manage CSM customer interactions and success plans in a manner that establishes credibility and trust as a business advisor to a specific segment of accounts. Maintain an effective account coverage process which scales effectively as the business continues to grow. 

• Ensure the team collaborates cross-functionally to shepherd customers through an optimal customer journey that engenders strong satisfaction, supports high-levels of software utilization, and enables true business value attainment.  

• Motivate the team by being a role model and a leader.  Live the company’s core values and instill a sense of pride, accountability and work ethic which empowers them to own their results and outcomes.

• Provide value to the business by holding your team accountable for delivering value to our clients and being able to articulate that value clearly and concisely to internal organizations. 

• Execute growth, advocacy, and adoption strategies/campaigns to increase customer utilization, maturity, and drive demand for incremental solutions. 

• Own and manage the development and measurement of key performance indicators (KPIs) for the CSM team – NRR, GRR, NPS, low churn, high adoption and high overall health scores, growth plans, etc. 

• Work with marketing and product to improve advocacy to develop customer specific case studies/references as well as influencing future product roadmaps. 

• Work with the renewals team to accurately predict the health of renewals in your segment and forecast core KPIs for >6 months. Manage “At Risk” accounts and provide regular updates on status of mitigation efforts. Advocate customer needs/issues cross-functionally to complete full resolution by developing and running cross-functional remediation/escalation plays

• Maintain at least one account personally. This role will be a player/coach model where you will act on the strategies set forth on your own initiative. Ensure the team maintains a high level of technical acumen in order to support our adoption and expansion initiatives.

• Develop a positive relationship with key customer shareholders (including C-Suite), partners, and executive sponsors to drive product adoption.
  

Key Position Deliverables: 

• Develop and maintain meaningful engagements (specific to APAC) that align with the overall customer journey

• Deliver 1 Customer Advisory Board in each fiscal year (targeting the top ~10-20 accounts in APAC)

• Deliver >90% GRR rates per QTR

• Deliver >120% NRR rates per QTR

• Deliver >50 NPS scores for APAC accounts

• Develop and maintain a training/onboarding process for CSMs in APAC.  Get >80% of CSMs certified in a Customer Success Program

• Develop a process for delivering value reports to customers in an efficient and meaningful way

Your Experience

• 5+ years leading teams in pre-sales, account management, customer success, consulting or similar roles related to driving customer success, retention, and adoption

• Experience with Finance and Government entities

• Experience working with cloud platforms (Amazon Web Services, Google Cloud Platform, Azure), networking, email, and/or cybersecurity technologies

• Previous experience with a SaaS solutions company and/or an enterprise software company

• Strong consulting and project management skills, with validated results working as a reliable advisor to drive business value for customers

• Highly data-driven with a dedication to following the process

• Passionate about driving and tracking a consistent engagement process with all customers in your portfolio

• Ability to work in a dynamic environment with constant change to address emerging security risks and challenges

• Flexibility for travel up to 25% of your time

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Why Menlo?

Our culture is collaborative, inclusive, and fun! We have five core values: Stay Aligned, Get It Done, Customer Empathy, Think Creatively and Help Each Other Out. We believe in open communication, supporting new ideas, and sharing a mutual mindset of what we’re aiming to achieve together. There are tremendous opportunities to take initiative, implement new ideas, and have a hand in building a legacy.

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.