menlosecurity - Senior Technical Customer Success Manager
Requirements
• 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 and influence stakeholders at all levels. • Demonstrated ability to strategically engage with C-level executives and technical decision-makers. • Highly organized with strong project management skills and the ability to manage competing priorities.
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:
Benefits
• 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.
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