At Mimecast, we don't just offer a job; we present a thrilling opportunity to be at the forefront of shaping the future of cyber resilience. Your expertise, dedication, and passion will make an impactful difference, not just for our clients but for the cybersecurity landscape. We look forward to welcoming you to our dynamic team!
What You'll Do
Mimecast is seeking a Customer Success Manager to join our team! Customer Success Managers are responsible for representing the customer within the business, interfacing with all departments to ensure customer delight. A Customer Success Manager has the responsibility for a portfolio of customers. They are the custodians of the experience within that base from a proactive and reactive perspective. The Customer Success Manager is a complex, demanding and highly visible role with many outcomes expected. It requires a highly-organized individual with good business acumen, strong planning skills, sound technical orientation, excellent relationship building skills and strategic execution ability to drive success.
Customer Delight
Executing defined CS strategies within the designated customer base.
Following up on surveys based on the guidelines provided.
Gaining permission from happy customers to use their feedback in various forms of reference activities.
Identifying upsell opportunity within the assigned base and ensuring the Upsell Manager is aware and engaged.
Customer Retention
Build strong relationships to help proactively mitigate the risk of churn. Ensure Mimecast is part of the budget planning process and ensure there are no surprises from our largest customers.
Increase the value of the Mimecast service within the customer base by ensuring feature utilization including end user applications
For customers @Risk, regular updates will need to be provided to appropriate management and documented within the CRM System.
General Customer Management
Be a known point of contact for relationship building for these customers, including escalations where required
Ability to troubleshoot and solve customer problems where appropriate, alternatively to be able to escalate where required and use additional internal resources as needed
Drive customer education through training awareness and attendance, as well as ability to share knowledge and demonstrate or train when required
Methodical and diligent record keeping and database management within the CRM system to illustrate engagement levels and value add
Relationship building at all levels of an organization through proactive contact
What You'll Bring
3-5 year’s work experience in a relevant role with at least 2 years managing commercial or mid-market level accounts, with prior technical experience or technical acumen.
Excellent customer, partner and market orientation in software and subscription services.
Demonstrated experience in ensuring customer successfully adopt and realize value from subscription software and services.
SAAS company experience in cybersecurity space (preferred)
Excellent people skills i.e. ability to build relationships, networking and understanding channel complexities
Experience working with multiple levels of customer stakeholders – technical admins, team leaders, C level executives, legal, compliance, and procurement contacts
Good administrative skills
Great communication skills – verbal and written, ability to communicate clearly and effectively
Business skills and financial acumen to plan strategically against business levers such as NPV, margin etc
Qualifications:
Degree preferred but not essential
Other perks of joining the team!
Free leave days between Christmas and New Years
Flexible working arrangements supporting work-life balance
Paid Parental Leave Program
Employee Assist Support
Health Insurance reimbursement
Corporate Social Responsibility (CSR) program that supports global and local initiatives via fundraising, volunteering and community engagement, with 5 paid volunteer days per year & donation matching
What We Bring
We are Mimecasters. And we are alive with purpose.
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 fall in love with.
DEI Statement
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.