Sr. Customer Success Manager

1 week ago

Johannesburg, South Africa Mimecast Full time

Senior Customer Success Manager- The legends in customer success.The Senior Customer Success Manager is a key member of the EMEA Customer Excellence organisation. Customer Excellence is made up of five distinct global functions: Customer Success, Customer Support, Professional Services, Operations, and the Centre of Excellence.- The SaaS business model relies on customer’s renewing, buying more services and becoming advocates, which is ultimately measured by Revenue Retention. Mimecast already has >40,000 global customers and a 2x growth goal over the next five years.One of our five core values is to
- _Deliver a Remarkable Experience, _which means we are customer focused.We acknowledge that what got us here, might not get us there, so are doubling down with a maniacal focus on customer excellence across the entire organization.As Mimecast continues its mission protect organizations from adversaries, we are looking for a passionate, customer-centric, collaborative, and innovative professional to join the customer success team as we continue to evolve the function to deliver customer excellence.The Role- As a Senior Customer Success Manager, you will be a trusted partner to our key 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 achieve value realization. You will work with your customer's executive teams and collaborate with internal stakeholders alike to ensure retention and high levels of adoption, satisfaction, and customer advocacy. You will create fans of Mimecast’s Products and Services.Day to Day you will:
- Manage the overall health of your customer portfolio through regular engagement ensuring you understand the customer's needs on their journey to value realization
- Develop account plans with your customers and provide regular business reviews to ensure activity is on track and desired outcomes are planned and tracked
- Collaborate with internal teams to ensure the customer's experience is optimal and their needs and expectations are being met.
- Maintain a clear understanding of any customers at risk and own mitigation activity and reporting to minimize churn
- Provide thought leadership and industry expertise to the customer based on where they are in their lifecycle and maturity.
- Be the voice of the customer

Essential Skills and Experience- 6-8 years’ work experience in a relevant role with at least 3-4 years managing Enterprise level accounts, preferably in a security-focused SaaS organization.
- Account management skills, business acumen, and ability to manage relationships across all levels both internally and externally.
- Customer, partner, and market orientation in software and subscription services
- Communicate clearly and effectively at all levels
- Collaborate and plan strategically with internal counterparts to directly assist and contribute to GRR and churn reduction
- Able to travel up to 25%

Why Mimecast?

We’re fast thinking. We go big to reach our cyberattack-disrupting goals. And we do what we need to protect the world of business from getting important (and potentially compromising) data stolen. We never leave anyone behind. We deliver quickly - and outstandingly. We’re big on honesty because it makes us better. We’re empowered by our mission. And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare. That’s The Mimecast Way.

And the Mimecast way is also a hybrid-working way. We empower our people to balance their time between home and the office in a way that works best for them, their team, and our stakeholders.

Become a Mimecaster and put corporate data under your protection. Fill our teams with respect. And bring cybercrime-obstructing energy to your work. Be passionate. Be powerful. Be 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.

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