Manager, Customer Success

2 months ago

Lexington, United States Mimecast Full time

The Manager, Customer Success will bring customer-facing experience to develop and grow a team of newer Customer Success Managers into a high performing team. This Manager has the responsibility for a portfolio of commercial grade customers, commonly several hundred up through a 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. What You'll Do Hire, coach, develop, and lead a team of Commercial Customer Success Managers, commonly with 3-5 years work experience 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 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 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 Business and Financial Understanding in order to plan strategically in client base NPV, Cost Benefit Analysis, Cost to acquire, cost to serve What You'll Bring 4 year degree required 2-3 years of people management experience in a SaaS company 7-8 year’s work experience in a relevant role with 3 years in a commercial account management role, IT background or a leadership role (ideally within Email / Messaging / Security / Storage) Excellent people skills; ability to build relationships, networking, 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. What We Bring At Mimecast, we offer more than just a job; we provide a pathway to a rewarding and fulfilling career. Joining our team means gaining access to a vibrant workplace culture that fosters innovation, collaboration, and continuous learning. With opportunities for professional growth and development, along with a supportive environment that values diversity and inclusivity, Mimecast empowers individuals to thrive and make a meaningful impact in the rapidly evolving world of cybersecurity and cloud technology. 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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