Manager - Customer Success at Mimecast

About the Role:

• We are seeking a dynamic and experienced Manager of Customer Success to lead a team of Customer Success Advocates (CSAs) responsible for executing scaled digital strategies and customer engagement.
• This pivotal role drives customer satisfaction, retention, and growth by leveraging automation, data-driven insights, and scalable processes while maintaining a human touch.
• The ideal candidate will have a strong background in customer success and scaled engagement strategies, with a proven ability to manage and inspire teams.
• They will be adept at balancing automation with personalized interactions to deliver exceptional customer experiences at scale.

What You’ll Do

Team Leadership and Management

• Lead and support a team of Customer Success Advocates, ensuring they have the tools and guidance to deliver both automated and face-to-face engagement strategies effectively.
• Foster a collaborative, high-performing team culture focused on customer success and continuous improvement.
• Set clear objectives and provide regular coaching and feedback to help team members develop and excel.

Scaled Digital Strategy Execution

• Develop, implement and continuously optimise scalable customer success programmes that combine automated email campaigns and other digital channels to engage customers effectively.
• Ensure the team uses automation platforms strategically to deliver personalised and impactful customer experiences at scale.
• Monitor programme performance regularly and use data insights to refine strategies and improve outcomes.

Customer Engagement and Retention

• Work closely with the team to identify opportunities for proactive outreach and face-to-face engagement to meet customer needs and drive retention.
• Ensure the team consistently delivers value by helping customers achieve their goals with our products and services.

Cross-Functional Collaboration

• Collaborate with Marketing, Product and Sales teams to align scaled customer success initiatives with broader company objectives and ensure a seamless customer journey.
• Data-Driven Decision Making and Process Improvement
• Utilise customer data and analytics to identify trends, measure programme effectiveness and inform strategic decisions.
• Continuously review and improve processes to enhance efficiency and support scalability as the customer base grows.
• Keep up to date with industry trends and best practice in scaled customer success to introduce innovative ideas and approaches.

What We Are Looking For:

• 5+ years of experience in customer success, account management, or a related field, including at least 2 years in a management role (SaaS or technology industries).
• Proven expertise designing and executing scaled customer success programs, combining automation tools and digital engagement strategies.
• Experience managing multi-channel programs combining automated digital campaigns with in-person engagement.
• Strong leadership skills with the ability to motivate and develop a team.
• Analytical mindset with proficiency in data-driven decision-making.
• Deep understanding of customer success principles and a passion for delivering exceptional customer experiences.
• Excellent verbal and written communication skills, with strong cross-functional collaboration capabilities.
• Familiarity with customer success platforms (e.g., Gainsight, HubSpot, Marketo, Salesforce), CRM systems, and marketing automation software.
• Bachelor’s degree in Business, Marketing, or related field (or equivalent experience)

What We Bring:

• Join our Threat Protection team to accelerate your career journey, working with cutting-edge technologies and contributing to projects that have real customer impact. You will be immersed in a dynamic environment that recognizes and celebrates your achievements.
• Mimecast offers formal and on the job learning opportunities, maintains a comprehensive benefits package that helps our employees and their family members to sustain a healthy lifestyle, and importantly - working in cross functional teams to build your knowledge!
• Our Hybrid Model: We provide you with the flexibility to live balanced, healthy lives through our hybrid working model that champions both collaborative teamwork and individual flexibility.

Employees are expected to come to the office at least two days per week, because working together in person:

• Fosters a culture of collaboration, communication, performance and learning
• Drives innovation and creativity within and between teams
• Introduces employees to priorities outside of their immediate realm
• Ensures important interpersonal relationships and connections with one another and our community!