Team Manager, Customer Success at Mimecast

The Role:

• As one of the key custodians of revenue, we are looking for someone with strong business acumen, sound technical orientation and excellent relationship building skills. Cross functional collaboration and strategic execution ability is critical, as we strive to take a good function, and make it great.
• The chosen candidate must be organised and reliable at all levels and able to meet tight deadlines. They must be flexible, adaptable and able to work under pressure, understanding the demands of a complex customer base with high standards and expectations. They 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.
• Mimecast’s Customer Success organization is globally dispersed and diverse, with 100 Customer Success professionals located in North America, the UK and Europe, South Africa, and Australia. The successful candidate will report to the Senior Director of Customer Success for EMEA.

Key Responsibilities:

• 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 drive tactics, objectives and KPIs to deliver success
• Aid Customer Success Managers in aligning and managing customer and internal expectations
• Protect and grow ARR via customer retention and satisfaction programs, and through product adoption and customer enablement
• Build and maintain cross-functional relationships to assist the account team in the growth, engagement, and risk mitigation of customers
• Identify key risks and barriers to success, and own risk management and mitigation
• Partner with Customer Success leadership locally, and globally, to build and refine processes, systems, and resources to make Mimecast’s teams and customers successful

Qualifications and Experience:

• 7-8 year’s work experience in a relevant role with 3 years in an Account Management or Customer Success role
• 2-3 years of people management in a SaaS company
• Excellent cross functional collaboration skills; ability to build relationships, network, articulate problems and collaboratively problem solve
• Experience managing Customer Success lifecycles, including risk forecasting and renewal
• Experience with tools such as Gainsight and Salesforce desirable