OUTCOMES & KPIS
Key Outcome(s) Owned
Accuracy and timeliness of CS reporting and dashboards used by leadership and CSMs
Reliability of CS platform data and configurations (Salesforce, Gainsight, Zendesk/Intercom)
Success Metrics / KPIs
Reporting accuracy and on-time delivery of recurring dashboards and QBR data pulls
Data hygiene metrics across CS platforms (duplicate rate, field completeness, stale records resolved)
Turnaround time on ticketed requests for tooling changes, access, or configuration support
Renewal and onboarding milestone tracking accuracy
Feedback from CSMs and the Sr. CS Operations Manager on responsiveness and reliability
WHAT YOU'LL DO
Build and maintain recurring reports and dashboards (health scores, churn/renewal metrics, CSM productivity, NPS/CSAT) that leadership and CSMs rely on for decision-making.
Pull and clean data from CS platforms to support leadership reporting and QBRs, using AI-assisted tools to accelerate data cleanup and duplicate detection while flagging quality issues before they reach stakeholders.
Own day-to-day administration of CS platforms (e.g., Gainsight, Salesforce, Zendesk/Intercom), including field updates, access requests, and configuration changes, escalating ambiguous or higher-risk cases to the Sr. CS Operations Manager.
Document and refine workflows, playbooks, and automations that the broader CS team uses, proactively identifying and proposing improvements where friction exists.
Own renewal tracking and reporting, independently surfacing upcoming renewals and at-risk accounts to the CS Operations Manager and CSMs.
Coordinate onboarding operations tasks — checklists, handoff tracking, and milestone reporting — to keep new customers moving smoothly through their first months.
Partner with CSMs, Renewals, and Onboarding teams on ad hoc projects that support the broader CS Operations roadmap, and help onboard new CS Ops hires to platform basics and team workflows.
FUNCTIONAL COMPETENCIES
Required
4+ years of experience in a data, operations, or customer-facing support role.
Proficient working in spreadsheets/Excel.
Working proficiency with at least one CRM/CS platform (Salesforce, Gainsight, HubSpot, Zendesk, or similar), with the ability to quickly ramp on others.
Strong attention to detail and organizational skills; comfortable managing multiple recurring tasks and deadlines.
Clear written and verbal communication skills, including the ability to flag issues or ask clarifying questions proactively.
Genuine curiosity about how Customer Success operations and SaaS businesses work.
Preferred / Nice to Have
Exposure to SQL or BI tools (e.g., Tableau, Looker).
Prior exposure to a Customer Success, Support, or RevOps function.
Basic understanding of SQL, Excel formulas/pivot tables, or data visualization tools.
Experience with CRM/CS Platforms including Gainsight and Salesforce.
Fluency with AI-assisted tools for reporting, data cleanup, and data analysis.
Experience in a SaaS or high-growth technology company.
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Why Menlo?
At Menlo, we don't settle for the status quo — in our technology or our culture. How we think and act is just as important as what we build. Our culture is defined by five core mindsets: Proactive Leadership, Straight Talk, United Impact, Elevated Talent, and Customer-Compelled. We take ownership and drive outcomes without waiting to be told. We communicate directly and seek hard truths. We break down silos and win together. We hold a high bar for ourselves and the people around us. And we treat every customer interaction as mission-critical. If you're someone who sees it, owns it, solves it, and does it — you'll thrive here.
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.
