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.

Digital Customer Lifecycle Program Manager

Join our growing Customer Success team to build and manage customer programs that deliver a frictionless customer experience. The ideal candidate is strategic, process-oriented and will be responsible for creating a seamless digital experience for our customers that drives adoption, customer satisfaction, retention and growth. You must be able to build out, observe and measure program progress and continue to evolve and deliver scalable long-term success. 

This role will report to the Sr. Director of Customer Success Operations.

Your Impact

• Create data-driven methods for targeting customer segments considering lifecycle stage, segment, persona, and product

• Develop a strong understanding of the Menlo Security Customer Journey and be able to identify, plan and execute on initiatives to improve that journey.

• Build Customer Lifecycle communications based on personas & product usage data to deliver relevant content to our users in collaboration with our Product, Marketing and Customer Success teams.

• Develop In-App messages to increase product adoption with customer resources 

• Develop In-App guidance for customers during crucial moments in administering the Menlo Security product suite by partnering with our Services, Support and PX teams.

• Develop decks, playbooks and digital assets that can be used by our CS teams to deliver meaningful outcomes with our customers.

• Test, measure, track, and analyze data to show impact of Digital CS Programs

• Document program definitions and processes

• Lead enablement sessions for internal stakeholders on changes that impact our customer experience.

• Support our Customer Success Virtual Events 

Your Experience

• 5 years of Customer Success (or Marketing) experience

• Proven ability to influence cross-functional teams without formal authority 

• Excellent attention to detail; the ability to prioritize and work on multiple projects in a fast-paced, changing environment

• Ability to manage stakeholder expectations against competing priorities and timelines

• Experienced in thinking outside the box to solve customer and business challenges.

• Confident communicator that is able to navigate diverse opinions related to a project or strategy and effectively align stakeholders around an agreed outcome

• Team oriented with a strong sense of “One Team - One Dream.”

• Gainsight (or other Customer Success platforms), Pendo, Salesforce.com, & Google Sheets experience is required.

• Preferred - Experience in a high-growth, SaaS company

• Preferred - Experience administrating and planning virtual events (webinars, office hours, etc.)

The Team

Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to internal stakeholders who directly engage with our customers. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission. We manage tools, understand data and implement solutions, with a pointed focus of providing the best customer experience in the cybersecurity industry. 

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 $ 88,000 - $132,000.

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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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 Greenhouse (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.