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)