Vice President
Customer Success
Posted on 3/27/2023
Menlo Security

201-500 employees

Web security vendor
Company Overview
Menlo Security's mission is to enable the world to connect, communicate and collaborate securely without compromise.
Mountain View, CA, USA
Experience Level
Desired Skills
Sales & Account Management
Customer Success & Support
  • 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
  • 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
Desired Qualifications
  • Bachelor's degree in business, marketing or a related field; an advanced degree is a plus. Relevant cybersecurity certifications are a plus