Customer Success Manager

Are you passionate about stopping bad things from happening to good organizations? At Mimecast, we do just that but in Customer Success, we strive to make things even better for our customers. 

We are looking for a highly driven and motivated individual who is passionate about building strong customer relationships and providing a best-in-class experience. In this role, you will be a trusted advisor and advocate for your customer base. Customer Success Managers will assist directly with Mimecast product adoption and optimization, contributing to increased customer retention rates and reducing churn risk.   

What You'll Do

• Proactively engage with your book of business on a regular basis creating Customer Success Plans to ensure you can understand your customers’ goals and objectives allowing you to map their journey to value realisation.  
• Collaborate with internal counterparts in our Sales, Professional Services, Support and Product teams to ensure an optimal customer experience at each step of their journey.  
• Proactively manage the risk and renewal management processes to identify customers at risk and mitigate churn.  
• Develop a technical understanding of our core product suite and assist customers with adoption and feature utilization  
• Provide thought leadership and industry expertise to your customer base 
• Be the voice of the customer, providing insights and feedback to senior stakeholders in Customer Success, Product and Support.  

What You’ll Bring 

• 3-5+  year’s work experience in a relevant customer success role, preferably in a SaaS organisation.   
• Risk and Renewal Management experience including risk forecasting and reporting.  
• Ability to collaborate and plan strategically with sales counterparts to directly assist and contribute to NRR and D&C 
• Strong customer, partner and market orientation in software and subscription services 
• Experience working with multiple levels of customer stakeholders – technical admins, c-level executives, legal, and compliance teams 
• Great communication skills – verbal and written, ability to communicate clearly and effectively 
• Solid business acumen – understanding customer’s operational models and budgetary cycles
• Change Management Experience - encouraging product adoption and navigating stakeholder relationships. 
• Experience in cybersecurity/technology space beneficial

What We Bring

We are driven by the ambition to help each of our customers achieve true cyber resilience to create a fortified cyber ecosystem. 

Your personal and professional growth matter to us. 

At Mimecast, we provide the tools, training, and mentorship necessary to elevate your skills and expertise continually. As you thrive, so does the organization, creating a symbiotic relationship that fuels our collective success. In return, we promise you first-class development, hybrid working, ample rewards, and a company culture you’ll find it difficult not to love. 

The base salary range for this position is £44,000-£66,000 plus benefits. This range represents the minimum and maximum new hire compensation for this role. The position may also be eligible for incentive plans and additional benefits, in accordance with company policy and local regulations. Our salary ranges are determined by role, level, and location with individual compensation also dependent on factors such as qualifications, experience, and skills. Final offers will reflect these considerations and may vary accordingly.

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Belonging at Mimecast

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.

Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.