Mimecast’s mission is to make business email and data safer for more than 16,200 customers and millions of employees worldwide. Founded in 2003, Mimecast's cloud-based security, email archiving and email continuity services protect and deliver comprehensive low-risk email management with a fully-integrated subscription service. Mimecast helps reduces the c...
Read more about this company
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
Gmail
Yahoomail