Vice President, Customer Success

The Vice President, Customer Success will play a crucial role in driving customer satisfaction, adoption, and growth within Menlo Security's customer base, globally. The mission is to deliver happy and engaged customers who want to grow their business with Menlo. The ideal candidate will have a strong background in customer success management in a complex environment, building and leading exceptional teams globally and scaling customer success initiatives within a fast-paced, rapidly growing technology company.

Key Metrics:

• CSAT - Ensure our customers find value from our products
• GRR/NRR - Reduce Churn, increase renewal rates & grow business within current customers
• CLV - Deliver future lifetime value through higher product adoption, customer satisfaction, and customer health management
• CSQL - expand our accounts through upsell and cross sell opportunities
• Employee Engagement - Ensure we have the right talent, who are highly engaged and enabled to perform at their very best.

Responsibilities:

• Lead the strategy, vision and delivery of a customer success organization, creating raving fans who stay and grow their business with Menlo
• Lead, expand, and mentor the Customer Success team by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, and developing a world-class team who consistently execute on customer success plans.
• Represents the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization
• Drive customer retention, expansion and advocacy by establishing and nurturing deep customer relationships and proactively identifying and addressing customer needs.
• Collaborate with cross-functional teams including Sales, Product, and Customer Support to ensure a seamless customer experience and to drive customer engagement and value realization.
• Design, develop and implement customer success programs, metrics and best practices to ensure consistent verifiable customer outcomes.
• Provide executive-level reporting and analysis on customer health, risk and growth, and present insights to the leadership team to inform and determine business decisions.

Qualifications:

• A passion for the customer experience and building exceptional teams
• A results orientation with strong analytical and problem-solving skills, with the ability to synthesize data and insights to inform business decisions.
• 10+ years of progressive experience in customer success, account management or related field within the technology industry, cyber-security strongly preferred.
• Proven strategic judgment and the ability to architect services and support delivery models that align with current customer segments, deliver customer value and scale with growth projections
• Exceptional leadership skills, with demonstrated ability to attract top talent, build and motivate high-achieving teams.
• Proven understanding network architecture and structures and how cybersecurity products work within a customer environment. Has an ability to speak with technical customers in their language.
• Excellent interpersonal, listening, communication and presentation skills, with the ability to build and maintain strong relationships with key enterprise customers.
• Bachelor's degree in business, marketing or a related field; an advanced degree is a plus. Relevant cybersecurity certifications are a plus.

This leadership role will have a unique opportunity to shape the future of customer success at a rapidly growing SaaS cybersecurity company. The ideal candidate will bring a strong customer-centric focus, leadership skills, and a passion for driving customer success and growth.

Our Compensation and Benefits

At Menlo Security, Base Salary is one part of our competitive total compensation and benefits package and is determined using a salary range. The base salary range for this role is $216,000 - $324,000.

In accordance with NY, CO, CA, and WA law, the range provided is Menlo Security's reasonable estimate of the base compensation for this role. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, knowledge, skills, abilities, and location. All employees may be eligible to become Menlo Security shareholders through eligibility for stock-based compensation grants, which are awarded to employees based on company and individual performance.

Menlo Security does not accept unsolicited resumes from search firm recruiters. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Menlo Security.

Menlo Security is an equal opportunity employer. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

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