Manager, Customer Success (people management and IT account management experience essential) at Mimecast

Job Description

Customer Excellence is looking for a highly driven and motivated Manager, Customer Success who is passionate about providing a best-in-class customer experience. You will be a coach and mentor to your team, as well as a trusted advisor for your team’s customer base, assisting with Mimecast product adoption and optimization, contributing to increased customer retention and reducing the risk of churn.  

In this role you will be responsible for understanding Mimecast’s customers' desired outcomes and driving the requisite activity in your team to achieve value realisation. You will be responsible for the development and growth of a high performing team of Customer Success Managers and will manage the Customer Success lifecycle through playbooks, best practices and data. You will drive cross functional collaboration and strategic execution as we strive to take a good function, and make it great.

What you'll do

• Hire, coach, develop, and lead a team of Customer Success Managers  
• Ensure a customer first mindset to drive exceptional customer experience and optimal value  
• Develop and execute against the strategy, tactics, objectives and KPIs needed to deliver success 
• Aid Customer Success Managers in aligning and managing customer and internal expectations 
• Identify key risks and barriers to success; own risk management and mitigation 
• Protect and grow ARR via customer retention and satisfaction programs, and through product adoption and customer enablement 
• Build and maintain cross-functional relationships with internal counterparts in Sales, Professional Services and Support to ensure an optimal customer experience 
• Partner with Customer Success leadership locally, and globally, to build and refine processes, systems, and resources to make Mimecast’s teams and customers successful 

What you'll bring

• Years of experience in a Customer Success or Account Management role within a SaaS or technology company
• Years of people management in a SaaS company experience
• Excellent cross functional collaboration skills; ability to build relationships, network, articulate problems and collaboratively problem solve
• Results-oriented with a focus on customer satisfaction, retention, and revenue growth
• Ability to collaborate and plan strategically with other leaders in the business to directly assist and contribute to NRR and D&C 
• Experience partnering with multiple levels of customer stakeholders including technical admins, c-level executives, legal, and compliance teams 
• SAAS company experience in cybersecurity space preferred 
• Familiarity with Salesforce CRM, Gainsight and/or other Customer Success tools desirable