Customer Excellence is looking for a highly driven and motivated Senior Customer Success Manager who is passionate about building strong customer relationships and providing a best-in-class customer experience. You will be a trusted advisor and advocate for your customer base, assisting directly 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 your customers' desired outcomes and driving the requisite activity to achieve value realisation. You will partner with your customers and collaborate with internal stakeholders to ensure adoption, satisfaction, customer advocacy, and retention. You will look to create customers for life and champions of Mimecast’s Products and Services. What You'll Do ▪ Build strong customer partnerships; understand customer goals and challenges and provide tailored solutions and recommendations as you map their journey to value realization ▪ Develop Success Plans in partnership with your customers and influence customer outcomes ▪ Develop a strong technical understanding of Mimecast’s core product suite and use this to assist customers with adoption and feature utilization ▪ Develop a sound understanding of the threat landscape and advise customers on how to manage this through their applications and integrations ▪ Set a vision for your customer base and proactively own your book of business; monitor customer health and performance metrics and use this to identify opportunities for improvement, risk mitigation and churn prevention ▪ Collaborate with internal counterparts in Sales, Professional Services and Support to ensure an optimal customer experience at each step of their journey ▪ Be the voice of the customer, providing insights and feedback to senior level stakeholders in Customer Success, Product and Support What You'll Need ▪ 5-7 year’s experience in a Customer Success or Account Management role within a SaaS or technology company ▪ Excellent customer, partner and market orientation in software and subscription services ▪ Experience developing and executing against Success Plans and influencing customer outcomes ▪ Technically savvy: able to learn new technology and keep up with system enhancements ▪ Analytical mindset and ability to leverage data for decision-making ▪ Results-oriented with a focus on customer satisfaction, retention, and revenue growth ▪ Experience partnering with multiple levels of customer stakeholders including technical admins, c-level executives, legal, and compliance teams ▪ Ability to collaborate and plan strategically with sales counterparts to directly assist and contribute to NRR and D&C ▪ Excellent verbal and written communication skills ▪ SAAS company experience in cybersecurity space preferred ▪ Familiarity with Salesforce CRM, Gainsight and/or other Customer Success tools desirable DEI Statement Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course. We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups. We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application. Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.
