Senior Customer Success Manager

Role Overview

• Serve as the primary point of contact and trusted advisor for a portfolio of key Federal accounts, engaging with agency leadership and technical stakeholders (e.g., CISOs, Security Architects, Program Managers).
• Develop and maintain strong relationships with government stakeholders, aligning Menlo’s capabilities with agency mission objectives.
• Conduct regular business reviews (e.g., Quarterly Business Reviews) to demonstrate value, review program progress, and align on future strategic security initiatives.
• Ensure agencies continuously realize tangible value from their Menlo Security solutions, promoting optimal utilization and compliance with federal security standards.
• Work with government clients to define clear success criteria and track progress against agreed-upon mission metrics.
• Proactively identify opportunities for increased product adoption, educating customers on new features and best practices for securing federal networks.
• Drive contract renewals and identify opportunities to expand mission capabilities (upsell/cross-sell) within your assigned agencies.
• Manage the renewal pipeline and provide accurate forecasts for government fiscal cycles.
• Collaborate with the Federal Sales team to facilitate seamless transitions from pre-sales to post-sales.
• Cultivate government advocates who can serve as references and provide testimonials on mission success.
• Act as the "voice of the federal customer" internally, relaying feedback to Product, Engineering, and Support teams to influence roadmaps regarding FedRAMP, compliance, and government-specific features.
• Maintain a high level of technical understanding of Menlo Security's products and the broader federal cybersecurity landscape (e.g., Zero Trust, TIC 3.0, Secure Web Gateways, CASB, SASE).
• Discuss and understand system integrations (SSO, Azure AD, Cloud API) and assist customers with technical queries.
• Must reside in the Washington, D.C. / Northern Virginia area.
• Be comfortable with traveling to meet with customers onsite at federal facilities (e.g., DC, Northern Virginia, Maryland) up to 20% of the time, or as mission needs dictate.

Requirements

• United States Citizenship is strictly required
• Must possess an Active Secret Security Clearance (minimum) to be considered.
• 5+ years of progressive experience in Customer Success, Account Management, or a similar client-facing role, specifically supporting Federal Government, DoD, or Intelligence Community (IC) customers.
• Strong understanding of federal cybersecurity concepts, mandates, and technologies (e.g., Cloud Security, Zero Trust, NIST standards).
• Exceptional communication (written and verbal) and interpersonal skills, with the ability to build rapport and influence government stakeholders at all levels.
• Demonstrated ability to strategically engage with C-level executives and government decision-makers.
• Highly organized with strong project management skills and the ability to manage competing priorities in a dynamic government environment.
• Bachelor's degree in a relevant field (e.g., Computer Science, Business, Cybersecurity) or equivalent practical experience.

Tech Stack

• Azure
• Cloud
• Cyber Security

Benefits

• Competitive compensation
• Comprehensive benefits
• Opportunities for professional growth