Address The Customer Success Manager is a key member of Mimecast’s EMEA Customer Excellence organisation.
One of our five core values is to Deliver a Remarkable Experience, which means we put the customer at the forefront of everything we do, striving to assist them in achieving their desired outcomes and success criteria at each stage of their journey with us.
As Mimecast continues its mission to protect organisations from adversaries, we are looking for a passionate, customer-centric, collaborative, and innovative professional to join our Customer Success organisation as we continue to evolve to deliver customer excellence.
“At Mimecast, we don't just offer a job; this is an opportunity to have a thrilling career where you will be intrinsically involved in the transformational journey we are on to ensure we are continually delivering best-in-class customer service.
We are looking for someone who has a positive mindset, is open-minded and passionate about customer service to join our dedicated team of Customer Success Managers to assist us in our mission of stopping bad things from happening to good organisations. We look forward to welcoming you to our dynamic team!” – Hiring Manager
Overview:
As a Customer Success Manager, you will be a trusted partner for your portfolio of customers, helping them succeed with the Mimecast platform and ensuring they achieve maximum value from their investment throughout their lifecycle.
You will be responsible for understanding customers' desired outcomes and driving the requisite activity to help them achieve value realisation.
You will collaborate and work with your customer's senior management teams and their technical stakeholders to ensure retention as well as high levels of adoption, satisfaction, and customer advocacy. You will look to create customers for life and champions of Mimecast’s Products and Services.
What You'll Be Doing:
- Proactively engaging with your book of business to ensure you can understand your customers’ goals and objectives allowing you to map their journey to value realisation.
- Collaborating with internal counterparts in our Sales, Professional Services, Support and Product teams to ensure an optimal customer experience at each step of their journey.
- Proactively managing the risk and renewal management processes to identify customers at risk and mitigate churn.
- Providing thought leadership and industry expertise to your customer base
- Be the voice of the customer, providing insights and feedback to senior stakeholders in Customer Success, Product and Support.
What You’ll Bring:
- Proven experience in a Customer Success or other related role.
- Experience with Customer Success Planning and Account Mapping required.
- Risk and Renewal Management experience including risk forecasting and reporting.
- European language skills, such as Italian, Spanish, German or French, are desirable.
- Solid business acumen – understanding customer’s operational models and budgetary cycles.
- Problem solver at heart – ability to identify problems, uncover root causes and enjoys finding solutions.
- Soft skills – comfortable building trust, collaborating and networking with senior-level internal and external stakeholders.
- Technically savvy and curious
- Change Management Experience - encouraging product adoption and navigating stakeholder relationships.
- Time management - Organising and prioritising daily tasks and escalations
- Proficiency with MS Office and other CS business tools such as Gainsight, Salesforce, and Tableau
What We Bring:
We are driven by the ambition to help each of our customers achieve true cyber resilience to create a fortified cyber ecosystem.
Your personal and professional growth matter to us. At Mimecast, we provide the tools, training, and mentorship necessary to elevate your skills and expertise continually. As you thrive, so does the organization, creating a symbiotic relationship that fuels our collective success. In return, we promise you first-class development, hybrid working, ample rewards, and a company culture you’ll find it difficult not to love.
#LI-HO
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.
