Federal Senior Customer Success Manager

Federal Senior Customer Success 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, General Catalyst, JPMC, American Express, HSBC, and Ericsson Ventures.

Location: Washington, D.C. / Northern Virginia (Hybrid/Onsite)

Clearance Requirement: Active Secret (or higher)

Citizenship: U.S. Citizenship Required

About Menlo Security

Menlo Security is a leading cybersecurity company dedicated to eliminating cyber threats and protecting organizations with its innovative Isolation-powered Cloud Security Platform. We help businesses and government agencies secure their internet use and application access, preventing highly evasive adaptive threats, zero-hour phishing, and ransomware. Our mission is to enable the world to connect, communicate, and collaborate securely without compromise.

Role Overview

As a Federal Senior Customer Success Manager at Menlo Security, you will be a strategic partner to our U.S. Federal Government customers, ensuring they derive maximum mission value from their investment in Menlo Security's solutions. You will be responsible for building strong, lasting relationships with key agency stakeholders, driving product adoption to support federal mandates, and contributing to high customer satisfaction and mission readiness.

This role requires a dedicated professional located in the National Capital Region (NCR) to facilitate direct engagement with federal clients. It demands a blend of strong relationship management skills, technical acumen, and a proactive approach to government program success.

Key Responsibilities

Strategic Mission Partnership

• 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.

Value Realization & Adoption

• 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.

Retention & Capability Expansion

• 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.

Customer Advocacy & Feedback

• 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.

Technical Acumen

• 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.

Onsite Presence & Travel

• Location: Must reside in the Washington, D.C. / Northern Virginia area.
• Travel: 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.

Required Skills & Experience

• Citizenship & Clearance: United States Citizenship is strictly required. Must possess an Active Secret Security Clearance (minimum) to be considered.

• Experience: 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.

• Gov/Cyber Expertise: Strong understanding of federal cybersecurity concepts, mandates, and technologies (e.g., Cloud Security, Zero Trust, NIST standards).

• Communication: Exceptional communication (written and verbal) and interpersonal skills, with the ability to build rapport and influence government stakeholders at all levels.

• Executive Engagement: Demonstrated ability to strategically engage with C-level executives and government decision-makers.

• Project Management: Highly organized with strong project management skills and the ability to manage competing priorities in a dynamic government environment.

• Education: Bachelor's degree in a relevant field (e.g., Computer Science, Business, Cybersecurity) or equivalent practical experience.

Desired Qualifications (Plus Factors)

• Experience navigating federal acquisition and renewal processes.
• Familiarity with cloud platforms (AWS, GCP, Azure) within a GovCloud context.
• Experience in a fast-paced, high-growth startup environment servicing the public sector.

Why Join Menlo Security?

At Menlo Security, you'll be part of a collaborative, inclusive, and fun culture where your contributions directly impact our success and the security of critical government missions. We offer competitive compensation, comprehensive benefits, and significant opportunities for professional growth.

Join us in making the secure way to work the only way to work!

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 $102,400 - $153,600.

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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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.