Manager, Customer Success
8 months ago
Manager, Customer Success
We're your dream Customer Success Team
Customer Excellence is looking for a highly driven and motivated Manager, Customer Success who is passionate about providing a best-in-class customer experience. You will be a coach and mentor to your team, as well as a trusted advisor for your team’s customer base, assisting 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 Mimecast’s customers' desired outcomes and driving the requisite activity in your team to achieve value realisation. You 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. You will drive cross functional collaboration and strategic execution as we strive to take a good function, and make it great.
What you'll do
- 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 execute against the strategy, tactics, objectives and KPIs needed to deliver success
- Aid Customer Success Managers in aligning and managing customer and internal expectations
- Identify key risks and barriers to success; own risk management and mitigation
- Protect and grow ARR via customer retention and satisfaction programs, and through product adoption and customer enablement
- Build and maintain cross-functional relationships with internal counterparts in Sales, Professional Services and Support to ensure an optimal customer experience
- Partner with Customer Success leadership locally, and globally, to build and refine processes, systems, and resources to make Mimecast’s teams and customers successful
What you'll bring
- Years of experience in a Customer Success or Account Management role within a SaaS or technology company
- Years of people management in a SaaS company experience
- Excellent cross functional collaboration skills; ability to build relationships, network, articulate problems and collaboratively problem solve
- Results-oriented with a focus on customer satisfaction, retention, and revenue growth
- Ability to collaborate and plan strategically with other leaders in the business to directly assist and contribute to NRR and D&C
- Experience partnering with multiple levels of customer stakeholders including technical admins, c-level executives, legal, and compliance teams
- SAAS company experience in cybersecurity space preferred
- Familiarity with Salesforce CRM, Gainsight and/or other Customer Success tools desirable
What we bring
- We are Mimecasters. And we are alive with purpose._
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.
-
Customer Success Manager
6 months ago
Johannesburg, South Africa SurTech Full time**Diligent Boards - Customer Success Manager** **Job Title and Overview** The Customer Success Manager manages a portfolio of accounts and guarantees an exceptional customer experience, revenue retention and referrals across Africa. Being the primary liaison for customer relationships for the Diligent Boards product, the CSM will engage in proactive...
-
Customer Success Manager
3 months ago
Johannesburg, South Africa RedCloud Full time**About RedCloud** RedCloud is leveraging AI-powered technology to break down the barriers to fair and profitable trade in emerging markets. RedCloud's Intelligent Open Commerce Platform connects FMCG Brands, Distributors, and Local Merchants on a single, equitable marketplace, empowering them with real-world insights and data to help them make better...
-
Customer Success Manager
6 months ago
Johannesburg, South Africa Jem Full time**Join Jem as our Customer Success Manager.** One of Jem’s core principles is ‘Customer Obsession’. One of the reasons our customers stay with Jem is our support teams. Customer Success Managers build and manage these relationships through proactively creating the best possible customer experience. We’re looking for a dynamic, self-driven individual...
-
Customer Success Manager
2 months ago
Johannesburg, South Africa Symphony Industrial AI, Inc. Full timeIntroduction JOIN US! We seek a Customer Success Manager to join our Financial Services team, based in Johannesburg, South Africa. Job Description As a key member of the Financial Services team, you will be working closely with clients, stakeholders, and the wider SymphonyAI team. What you’ll do - Relationship Building: Develop and maintain strong...
-
Customer Success Manager
7 months ago
Johannesburg, South Africa Darktrace Full timeFounded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect more than 8,400 customers from the world's most complex threats, including ransomware, cloud, and SaaS attacks. Headquartered in Cambridge,...
-
Customer Success Manager
6 months ago
Johannesburg, South Africa She Recruits Full time**Skills and experience required**: - Experience in a retail brand would be advantageous - An active lifestyle is a huge advantage as this is an active-wear apparel company - Minimum of 3 years experience in a similar role is required - Excellent ability to solve problems and ensure client is happy with the end result - Excellent time management and...
-
Customer Success Manager
6 months ago
Johannesburg, South Africa Solid Systems Full timeAs the Customer Success Manager, your role is pivotal in ensuring exceptional service for our clients by bridging the gap between them and our Technical Team. Your primary objective is to understand our clients' business needs, tailor our services accordingly, and act as an advocate to ensure retention through excellent service delivery. By ensuring a...
-
Customer Success Manager
6 months ago
Johannesburg, South Africa Solid Systems Full time**About us**: We help businesses around the globe to step into the future confidently by providing world-class IT services, in the most human way possible. We have a passion for technology and the way that it evolves, which is why we’re constantly improving the tools and methods we use. We offer a wide range of services across South Africa and UK, which...
-
Customer Success Manager
6 months ago
Johannesburg, South Africa Believe Resourcing Full time**Join our clients global Revtech company and shape the future of Revenue Optimisation!** **About the Role**: As a customer Success Manager, you will be the key link between clients and the internal team. This role involves understanding client needs, developing and facilitating the effective implementation of digital strategies, and leveraging our clients...
-
Customer Success Manager
6 months ago
Johannesburg, South Africa Believe Resourcing Full time**Join our clients global Revtech company and shape the future of Revenue Optimisation!** **About the role**: As a customer Success Manager, you will be the key link between clients and the internal team. This role involves understanding client needs, developing and facilitating the effective implementation of digital strategies, and leveraging our clients...
-
Customer Success Account Manager
6 months ago
Johannesburg, South Africa Microsoft Full timeWith over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...
-
Sr. Customer Success Manager
6 months ago
Johannesburg, South Africa SAS Full time: **Nice to meet you!** We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers. We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with...
-
Principal Customer Success Manager
1 week ago
Johannesburg, South Africa Genesys Full timeGenesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce...
-
Customer Success Account Management
8 months ago
Johannesburg, South Africa Microsoft Full timeMicrosoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can...
-
Sr. Customer Success Manager
7 months ago
Johannesburg, South Africa SAS Full time: **Nice to meet you!** We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers. We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with...
-
Customer Success Advisor
6 months ago
Johannesburg, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full timeHappy Customers lead to retention of their business as well as turning them into advocates for the company which attracts new business opportunities. The Customer Success Team have the goals of acting as the advocate for the customer within the company and to develop a holistic view of all technical aspects of every customer. Customers Success will manage...
-
Customer Success Strategist
1 month ago
Johannesburg, Gauteng, South Africa Clickcatell Full timeRole OverviewWe Are Setting The Pace At Clickatell, a world-class Chat Commerce company ambitious to stay ahead of its competitors. We build our own culture in which we dream big and stay busy doing the right things. This role is pivotal in driving strategic initiatives & process optimization to enhance customer satisfaction and retention across Enterprise...
-
Customer Success Specialist
2 weeks ago
Johannesburg, South Africa LexisNexis South Africa Full timeJob title : Customer Success Specialist Job Location : Gauteng, Johannesburg Deadline : December 22, 2024 Quick Recommended Links Jobs by Location Job by industries About the Role We are seeking a motivated and experienced Customer Success Consultant to join our team. The ideal candidate will be responsible for ensuring our customers...
-
Customer Success Specialist
3 weeks ago
Johannesburg, South Africa LexisNexis South Africa Full timeJob title : Customer Success SpecialistJob Location : Gauteng, JohannesburgDeadline : December 22, 2024Quick Recommended Links Jobs by Location Job by industries About the Role We are seeking a motivated and experienced Customer Success Consultant to join our team. The ideal candidate will be responsible for ensuring our customers achieve their desired...
-
Customer Success Executive
6 months ago
Johannesburg, South Africa Cisco Systems Full timeThe Customer Success Executive (CSE) role is a highly visible, strategic leadership role within Cisco’s Customer Experience (CX) organization. We build deep relationships with customer senior leadership, partners, and the extended Cisco account team to aid the customers in achieving their goals. With Cisco’s transformation to software subscription,...