Manager, Customer Success

2 months ago

Lexington, United States Mimecast Full time

Manager, Customer Success – Enterprise

The Manager, Enterprise Customer Success will bring customer-facing experience to develop and maintain a high performing team of tenured Customer Success Managers. This Manager has the responsibility for a portfolio of commercial and enterprise grade customers, commonly several thousand employees in size. The Manager will manage the Customer Success lifecycle through playbooks, best practices, and industry benchmarks, covering both proactive and reactive engagement strategies. You will work collaboratively with Sales, Account Management, Technical Support, Professional Services, Implementation, Marketing, and Product Management.

The Manager, Enterprise CS is a complex, technical, demanding, and highly visible role with many outcomes expected. This person must be organized and reliable at all levels, always delivering on their promises and meeting deadlines being a part of their DNA. They must be flexible, adaptable, and able to work under pressure from all areas while producing high quality work that conforms to the demands of a mid-market customer base with extremely high standards and expectations. It requires an individual with good business acumen, strong planning skills, sound technical orientation, excellent relationship building skills and strategic execution ability to drive success.

People and Customer Management

Hire, coach, develop, and lead a team of Enterprise Customer Success Managers, commonly with 5-7 years work experience Ensure a customer first mindset within your team to drive exceptional customer experience and optimal satisfaction Develop tactics, objectives and key results, activities, and milestones to deliver success, and drive that within their team’s portfolio Be a known point of contact and serve as a sponsor and primary escalation path to mitigate and resolve customer concerns Review and aid Customer Success Managers in developing joint success plans with customer stakeholders and Mimecast teams to define business outcomes, set, and manage expectations Protect and grow ARR via customer retention and satisfaction programs, and through product adoption and customer enablement Identify key risks and barriers to success, and own risk management and mitigation within their portfolio Ensure proactive management to mitigate surprises within their portfolio

Business Leadership

Partner with Customer Success leadership locally, and globally, to build and refine processes, systems, and resources to make our teams and customers successful Maintain individual knowledge of Customer Success Industry best practices to aid in building a best in class Customer Success Organization Work alongside sales and/or account management to ensure upsell opportunities are identified, prioritized, supported, and won Collaborate on change management and process improvement initiatives Build and maintain cross-functional relationships to assist the account team in the growth, standard engagement, and risk mitigation of customers Drive risk documentation and visibility to senior leadership Business and Financial Understanding in order to plan strategically in client base NPV, Cost Benefit Analysis, Cost to acquire, cost to serve

Education And Experience

4 year degree required 3+ years of people management experience in a SaaS company 8+ year’s work experience in a relevant role with 4 years in a commercial or enterprise account management role, IT background or a leadership role (ideally within Email / Messaging / Security / Storage) Excellent people skills; ability to build relationships, networking and understanding channel complexities, problem articulation, and situational awareness Good administrative skills including: Planning and time management to execute within parameters Risk forecasting and reporting – general adherence to internal deadlines Proficiency in MS Office and other business tools to communicate and/or present professionally to customers 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, C2S etc.

Why Mimecast?

We’re fast thinking. We go big to reach our cyberattack-disrupting goals. And we do what we need to protect the world of business from getting important (and potentially compromising) data stolen. We never leave anyone behind. We deliver quickly – and outstandingly. We’re big on honesty because it makes us better. We’re empowered by our mission. And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare. That’s The Mimecast Way.

And the Mimecast way is also a hybrid-working way. We empower our people to balance their time between home and the office in a way that works best for them, their team, and our stakeholders.

Become a Mimecaster and put corporate data under your protection. Fill our teams with respect. And bring cybercrime-obstructing energy to your work. Be passionate. Be powerful. Be alive with purpose.

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.

If you require any adjustments or accommodations due to a disability, or any other reason that may help you in your interview process, please let us know by emailing careers@mimecast.com.

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.

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