Senior Director, SMB Customer Success at Mimecast

About this Position

Mimecast is looking for an experienced Customer Success leader to own and drive the strategy for our high volume / SMB customer base. The Senior Director, SMB Customer Success will be a key member of the Customer Success leadership team, ultimately reporting into Mimecast’s Customer Excellence function which is made up of five distinct global teams: Customer Success, Customer Support, Professional Services, Operations, and the Center of Excellence.

As one of the key custodians of Revenue Retention, we are looking for a senior leader with a broad understanding of workflow solutions, industry best practices, supporting technologies and modern methodologies to drive a scaled customer engagement model. Mimecast is a channel first organization, so the ideal candidate will have experience in working with and through trusted MSP’s and channel partners. Cross-functional collaboration is critical and demonstrable experience in this area will be important. Data driven at our core, the leader will need to have a solid appreciation for quantitative analysis and decision making.

The Customer Success organization is globally dispersed and diverse, with more than 100 Customer Success professionals based in North America, the UK and Europe, South Africa, and Australia. With peers in EMEA, North America and APAC, the successful candidate will report to the Global Head of Customer Success.

Key Responsibilities:

• Create and drive a scaled Customer Success strategy for Mimecast’s high volume / SMB customer base focused on product adoption, value optimisation and risk mitigation
• Design and optimise the scaled customer journey, creating relevant and impactful customer engagement strategies and programs with a focus on product education, enablement, best practices and adoption
• Use customer data to design, test and develop a set of playbooks, taking account of customer trends
• Own the process and system design in support of the strategy, including mapping to tools such as Gainsight and Salesforce
• Define and uphold a set of global program standards and delivery tactics, ensure adherence to program governance and report back on program KPIs to the wider business
• Implement proactive measures to understand and mitigate churn and downsell within the customer base
• Lead, mentor, and manage a team of Customer Success Managers; set performance metrics based on gross revenue retention, risk mitigation and customer engagement, and hold the team accountable to delivery
• Own and drive cross-functional workstreams, primarily with Sales, Marketing, and Support
• Be part of setting the vision for, and contribute to, Mimecast’s evolving Channel Partner Strategy

Essential Skills and Experience:

• Minimum of 8 years’ experience in Customer Success, with at least 5 years’ spent working within a scaled or digital motion, and three years in a people management role
• Demonstrable experience in scaling and transforming an organization with a proven track record of galvanizing global teams and leading through change
• Strong customer facing skills – adept at acting as an executive escalation point and talking with customers at all levels of an organization
• Innovative, agile, creative and self-driven; able to understand a large customer pool and respond to customer needs in a programmatic way
• A self-starter - able to work both independently and collaboratively
• Strong quantitative/analytical and system skills
• Excellent verbal and written communication skills
• Cyber security experience an advantage