Sr. Customer Success Operations Manager

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:

Menlo Security is looking for a CS Operations Lead to be the foundational operational and strategic partner for our rapidly growing GTM Strategy & Operations organization. This person will be instrumental in ensuring the Customer Success team can operate with maximum efficiency and scale enabling them to focus on delivering exceptional value to our customers which include Fortune 500 companies and government agencies. You will own the entire CS tech stack including Gainsight and related tools drive actionable insights through data analytics and optimize the end-to-end customer journey from pre-sales engagement through to renewal. This role is a key cross-functional collaborator working closely with Sales Operations Finance and Product to build transparent processes and shared accountability that directly influence customer retention and lifetime value helping us secure the way people work.

What You’ll Be Doing

• Manage Renewal Operations: Implement and improve the processes workflows and forecasting methodologies necessary to execute a frictionless predictable renewal motion partnering closely with Sales and Finance.

• Drive Data Analytics & Reporting: Design build and maintain key dashboards and reporting (e.g. QBR content executive summaries) on critical CS metrics such as Customer Health Score Net Revenue Retention (NRR) Churn Expansion and Customer Lifetime Value (CLV).

• Own the CS Technology Stack: Administer optimize and manage the core CS systems including Gainsight and integration with other tools.

• Optimize the Customer Lifecycle: Design document and implement scalable customer journey playbooks (e.g. Onboarding Adoption Renewal) that define the right human-led and digital touchpoints to ensure customers achieve their desired outcomes.

• Serve as a Strategic Operations Advisor: Act as the primary thought partner to CS Leadership identifying process bottlenecks proposing efficiency improvements and driving strategic projects that enable the team to scale operations globally.

• Support CS Enablement: Collaborate with the enablement team on training documentation and best practices around new tools processes and playbooks to ensure CSMs operate with clarity and consistency.

• Foster Cross-Functional Alignment: Collaborate with Sales Marketing and Product teams to align CS data processes and metrics with the broader go-to-market strategy ensuring a unified customer experience.

Key Position Outcomes & Deliverables:

Critical Outcome: The Customer Success organization operates efficiently consistently and at scale resulting in industry-leading retention rates and a predictable revenue stream.

• Help achieve Net Revenue Retention (NRR) target.

• Increase CS Operations process efficiency (e.g. reducing time spent on manual reporting).

• Ensure data integrity and consistency between Gainsight and CRM.

• Successfully launch and drive adoption of CS playbooks

Who You Are

• 5+ years of experience in Customer Success Operations or Revenue Operations at a B2B SaaS technology company or 5+ years of relevant Consulting experience with a focus on Customer Success transformation.

• Expert-level proficiency in Customer Success Platforms (e.g. Gainsight) including configuration administration reporting and maintenance.

• Advanced understanding and hands-on experience with CRM systems (e.g. Salesforce) and how they integrate with CS tools.

• Proven analytical skills with the ability to translate complex data sets into clear actionable business recommendations and create executive-level reports.

• Exceptional written and verbal communication skills with experience presenting complex operational strategies to leadership and enabling frontline teams.

• Demonstrated ability to manage multiple complex cross-functional projects simultaneously and drive them to completion.

• Experience with renewal forecasting Customer Health Score modeling and/or proficiency in data visualization tools (e.g. Tableau).

Who We Are - Menlo Security

Menlo Security is the leader in browser security dedicated to enabling the world to connect communicate and collaborate securely without compromise. We believe using the Internet should be safe seamless and effective. Our patented Secure Cloud Browser isolates all web content email links and documents protecting millions of users at enterprises and government agencies worldwide including 8 of the world's 10 largest banks. We are pioneers in our field offering the most effective Zero Trust approach to eliminate browser-based threats before they ever reach the user. Join a team fueled by the core values of Customer Empathy Thinking Creatively Staying Aligned Getting It Done and Helping Each Other Out as we continue to grow and protect our customers from the most sophisticated threats.

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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.