Manager - Renewals and CS Programs

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.

no relocation or visa sponsorship available

Menlo Security protects organizations against cyber-attacks by eliminating the threat of malware. Even with a 99.9% defense devices are still getting infected​. Our solution is a cloud-based isolation platform which acts as a digital partition to provide users with clean malware-free web content.  We support customers across various enterprises including Fortune 500 companies leading financial services and the Department of Defense.

We are looking to grow our team as we transition into the next phase of our journey and we need talented people to help us get there. We recently surpassed $100M in ARR and are looking to put together a team to join us as we continue to ride this rocket ship.  If you want to make a real impact solve new challenges and take ownership of your career we encourage you to apply and join our team!

Your Career

As the Manager of Renewals and Growth you will be accountable for owning and executing the global renewal strategy for all of Menlo Security’s renewals and the programs and processes associated with maximizing revenue from our existing customer base. The Manager of Renewals and Growth works with a global team of sales customer success marketing products and operations leaders to deliver positive outcomes to both our customers and the business. You and your team of renewal managers will engage with customer executives partners and internal Menlo’s teams to ensure a positive customer experience to ensure we deliver a positive overall experience and maximize recurring revenue with our customer base.

You are responsible for the global renewal strategy by developing and implementing programs and processes which align with these objectives and drive on-time renewals. This individual will play a pivotal role in driving the execution of strategic initiatives and ensuring effective collaboration across cross-functional teams.

The successful candidate is a proactive leader with creative sales experience program management knowledge and excellent business acumen blended with strong interpersonal and presentational skills.

Your Impact

• The primary role is to retain and expand your team’s ARR on a Quarterly basis meeting or exceeding GRR and NRR targets

• Collaborate closely with senior leadership in sales and the GTM organization to align with the company’s strategic objectives and priorities.

• Develop a strong partnership with customer shareholders channel partners and executive sponsors to drive product adoption retention and expansion through business value and relationship management.

• Creatively own and standardize the global renewals and CS programs/initiatives on time within budget and with high quality. Positively impact Menlo’s ability to create predictable repeatable and scalable CS practices (including forecasting)

• Manage a team of Menlo resources for all renewal activities from opportunity identification to negation and closure

• Understand customers’ and partners’ procurement processes to ensure a positive experience and high on-time renewal rates

• Analyze data and trends to identify growth opportunities and risk. Be able to present data to senior leadership in a clear and effective manner to determine the success of key initiatives and suggest areas for improvement

• Gain a deep understanding of typical business objections and challenges faced by our customers and creatively suggest ways to overcome those objections and challenges

• Be creative in maximizing recurring revenue through internal and external promotions campaigns and expansion strategies

• Address and associate business benefits to align with emerging and evolving needs

• Identify risks to renewals with our clients on an ongoing basis and collaborate with internal teams to remediate client concerns

• Monitor key performance metrics like customer satisfaction risk trends renewal rates uplift percentages SKU conversions upsell/cross-sell lead identification reference-ability renewal likelihood adoption consumption and customer engagement

• Leverage key metrics to build and refine a strategic plan to address decreases or negative changes in the metrics listed above

• Develop and maintain project plans for key CS initiatives…documenting timelines and budget while creatively mitigating risks and obstacles

• Provide strategic insights and recommendations to optimize processes improve efficiency and drive revenue growth.

• Mentor and develop team members through 1:1s and regular check-ins; fostering a culture of accountability collaboration and continuous improvement with skill gap analysis.

Your Experience

• 3-5 years managing a team in pre-sales account management customer success consulting or similar roles related to driving customer success and adoption

• Passion and experience managing projects and/or renewal strategies to maximize ARR

• Strong consulting and project management skills in a fast-paced environment with proven results working as a reliable advisor to drive business value for customers

• Strong analytical skills with the ability to interpret data and insights to drive decision-making.

• Excellent communication and interpersonal skills with the ability to effectively influence and collaborate with stakeholders at all levels.

• Demonstrated leadership abilities with a proactive and solutions-oriented approach to problem-solving.

• Highly organized with exceptional attention to detail and the ability to prioritize and multitask effectively.

The Team

Our Customer Success team is critical to our success and mission of providing the best customer experience in the cybersecurity industry. As part of this team you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – we continuously look for ways to deliver sustained value to our customers. As threats and technology change we stay in step to accomplish our mission. You’ll be involved in ensure customer satisfaction along all stages of the journey always looking for ways to increase customer value and maximize retention and

Why Menlo?

Our culture is collaborative inclusive and fun! We believe in open communication supporting new ideas and sharing a mutual mindset of what we’re aiming to achieve together. There are also tremendous opportunities to take initiative implement new ideas and have a hand in building something great.

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.