Senior Technical Customer Success Manager

Menlo Security's https://www.menlosecurity.com/ 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 http://www.vistaequitypartners.com/?utm_source=vistapressrelease&utm_campaign=menlosecurity”), General Catalyst, JPMC, American Express, HSBC, and Ericsson Ventures. About Menlo Security: Menlo Security is a leading cybersecurity company dedicated to eliminating cyber threats and protecting organizations with its innovative Isolation-powered Cloud Security Platform. We help businesses secure their internet use and application access, preventing highly evasive adaptive threats, zero-hour phishing, and ransomware. Our mission is to enable the world to connect, communicate, and collaborate securely without compromise. We value customer empathy, creative thinking, execution, collaboration, and alignment. Role Overview: As a Senior Customer Success Manager at Menlo Security, you will be a strategic partner to our enterprise and mid-market customers, ensuring they derive maximum value from their investment in Menlo Security's solutions. You will be responsible for building strong, lasting relationships with key stakeholders, driving product adoption, identifying opportunities for expansion, and ultimately contributing to high customer satisfaction, retention, and growth. This role requires a blend of strong relationship management skills, technical acumen, and a proactive approach to customer advocacy. Key Responsibilities: - Strategic Relationship Management: - Conduct regular business reviews (e.g., Quarterly Business Reviews - QBRs) to demonstrate ROI, review progress, and align on future strategic initiatives. - Retention & Growth: - Drive contract renewals and identify opportunities for upsell and cross-sell within your assigned accounts. - Manage the renewal pipeline and provide accurate forecasts. - Collaborate with the Sales team to facilitate seamless transitions from pre-sales to post-sales and identify expansion opportunities. - Technical Acumen: - Maintain a high level of technical understanding of Menlo Security's products and the broader cybersecurity landscape (e.g., web proxies/secure web gateways, NG Firewalls, SSL/IPSec, SSO, DLP, CASB, SASE, cloud security). - Be able to discuss and understand system integrations (SSO, Azure AD, Proxies, Cloud API, VMs, Firewalls) and assist customers with technical queries or direct them to appropriate support channels. - Provide insights on product performance and work with internal teams to resolve complex technical issues.   Cross-functional Collaboration: - Required Skills & Experience: - 5+ years of progressive experience in Customer Success, Account Management, or a similar client-facing role within a B2B SaaS environment, preferably in the cybersecurity industry. - Proven track record of managing enterprise accounts, driving customer satisfaction, retention, and growth. - Strong understanding of cybersecurity concepts and technologies (e.g., cloud security, network security, threat prevention, zero trust). - Exceptional communication (written and verbal), presentation, and interpersonal skills, with the ability to build rapport