Available Jobs 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)

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The Role

• As a Manager, Messaging Security, you will lead a team of Messaging Security Analysts dedicated to identifying, managing, and responding to email-based threats.
• This team acts as a frontline for Threat Research and Detection, responding to threats reported by our customers and identified by automated systems.  
• You will be responsible for overseeing the team's operations, ensuring effective threat detection strategies, and fostering a culture of continuous improvement and professional development.
• Your leadership will be crucial in enhancing Mimecast's security posture and protecting our customers from evolving email threats.

Why Join Our Team?

• “Become part of a dynamic team dedicated to protecting organizations from evolving email threats. At Mimecast, you’ll collaborate with experts across various fields, fostering a culture of curiosity and excellence. If you’re driven by solving problems and making an impact, this is the place for you.” – Hiring Manager

What you will do: 

• Lead and mentor a team of Messaging Security Analysts, providing guidance on threat identification and response strategies.
• Develop and implement performance metrics to assess team effectiveness and individual contributions.
• Prepare and present reports on team performance and threat trends.
• Conduct regular one-on-one meetings with team members to discuss career development, performance feedback, and training opportunities.
• Proactively identify and dissect email-borne threats, including phishing, BEC, malware, and spam campaigns.
• Monitor email threat feeds, identify and respond to events.
• Maintain awareness of the current threat landscape and trends.
• Query and analyse large datasets to identify threat scope and indicators of compromise.
• Collaborate with team members both in-office and remotely to investigate threats and improve detection efficacy.
• Participate in cross-functional projects with Product, Engineering, and Operations teams to improve Mimecast’s security posture.

What we are looking:

• Proven experience in a managerial role within a security operations center (SOC) or similar environment
• Strong understanding of email threats, their tactics, techniques, and procedures (TTPs), and the infrastructure of phishing/malicious email campaigns.
• Expertise in threat data classification and familiarity with email protocols (SMTP, DKIM, SPF, DMARC).
• Excellent leadership skills with the ability to motivate and develop team members in a fast-paced environment.
• Strong analytical and problem-solving skills, with the ability to prioritize tasks effectively.
• Exceptional written and verbal communication skills, with a focus on collaboration and knowledge sharing.

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What You’ll Do

• As a SDET within the GCI and TRR teams, you’ll play an integral role in ensuring our software quality is excellent and our code and deployments are constituently maintaining high quality and continually validated.  Your responsibilities will include:
• Contribute to planning, estimation, and refinement of stories, epics, and design changes as part of an Agile Scrum team.
• Build out test strategies and plans to cover new areas of functionality, ensuring all necessary testing is performed.
• Refine acceptance criteria into testable units and convert those into automated tests that execute efficiently and reliably.
• Integrate automated tests with CI/CD pipelines and ensure successful automation as part of our standard build process.
• Occasional manual testing when automation is not an option.
• Report, reproduce, and help development resolve defects, emphasis on troubleshooting, root cause analysis, and prevention of similar issues in the future.
• Freely debate ideas and rally behind decisions.
• Pushing for continual improvement in everything we do.
• Apply technology trends and industry innovations to our products and take initiatives.
• Utilizing and embracing AI tools to assist in Quality Engineering activities.

What You’ll Bring

• Domain experience in Quality Engineering, especially automated testing.
• Experience test planning and breaking down stories/requirements into testable units.
• Full-stack experience in automated testing, validating both front-end and back-end interfaces, including RESTful API endpoints and web-based user interfaces.
• Solid object-oriented programming skills and string experience automating in Java, JavaScript, typescript or similar.
• Experience on building and scaling tests using frameworks like Junit/TestNg and/or Cypress/Playwright.
• Experience/familiarity working with public cloud, especially AWS and utilising its SDK to interact with Cloud Services for testing.
• Familiarity working with databases and an ability to incorporate database-side validation into automated tests.
• Experience with CI/CD pipelines, especially using Jenkins and working with pipelines.
• Some working knowledge of Microsoft Exchange, Microsoft 365, Azure Active Directory, and Windows Server.
• Experience/knowledge in leveraging AI tools in building agents, using for reviews and generating skeleton code.
• Some experience/familiarity with performance/scalability testing.
• Bias for action and problem solving – eagerness to take initiative and make things happen.

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Role Overview

• We are seeking a highly skilled Senior Instructional Designer to join our dynamic Global Enablement Team.
• This role uniquely blends creativity with data-driven methodologies to design and deliver innovative learning experiences that align tightly with Mimecast’s organizational goals.
• You will be a self-starter, developing impactful training solutions by leveraging advanced instructional design techniques, AI-powered tools, and analytics to optimize learner engagement and business outcomes, all within a fast-paced environment.

What You’ll Do

• Learning Design: The creation of engaging, interactive learning content using tools including Synthesia, Camtasia, Audiate and Articulate 360 Suite combining creative storytelling with instructional rigor.
• Data-Driven Approach: Utilize learner data, feedback, and performance metrics to continuously refine and improve learning programs, ensuring alignment with strategic business objectives.
• Cross-Functional Collaboration: Partner with subject matter experts, regional enablement leads, and stakeholders worldwide to identify learning needs and deliver scalable solutions, striving for quality and great feedback
• AI Integration: Champion the adoption of AI and emerging technologies to enhance content creation efficiency and learner experience.
• Project Skills: Manage multiple complex projects and tasks simultaneously, delivering high-quality learning assets on time and within scope.
• Assessment & Evaluation: Design robust evaluation frameworks to measure learning effectiveness and impact on organizational performance.

What You’ll Bring

• 5+ years’ experience in instructional design, with a proven track record in senior or lead roles within global or technology-driven environments.
• Expertise with Synthesia, Camtasia, Articulate 360 Suite, and other eLearning authoring tools.
• Working with an LMS to deliver and manage content.
• Strong analytical skills with experience applying data-driven insights to instructional design.
• Attention to detail paired with the ability to ensure brand standards and guidelines are always adhered to on all delivery platforms, demonstrating a passion for a consistent, quality output.
• Deep understanding of instructional design models (e.g., ADDIE, SAM) and adult learning principles.
• Self-starter able to show own initiative with managing tasks and meeting tight deadlines – demonstrating ability to work in a structured fashion. Experience of JIRA or other PM tools an advantage.
• Excellent communication and stakeholder management skills across multicultural teams.
• Passion for leveraging AI and emerging technologies to innovate learning solutions.
• Bachelor’s or Master’s degree in Instructional Design, Educational Technology, or a related field.