Team Manager, Customer Success

3 weeks ago

Johannesburg, South Africa Mimecast Full time

The Manager, Customer Success 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.

The Role:
As one of the key custodians of revenue, we are looking for someone with strong business acumen, sound technical orientation and excellent relationship building skills. Cross functional collaboration and strategic execution ability is critical, as we strive to take a good function, and make it great.

Key Responsibilities:

- 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 drive tactics, objectives and KPIs to deliver success
- Aid Customer Success Managers in aligning and managing customer and internal expectations
- Protect and grow ARR via customer retention and satisfaction programs, and through product adoption and customer enablement
- Build and maintain cross-functional relationships to assist the account team in the growth, engagement, and risk mitigation of customers
- Identify key risks and barriers to success, and own risk management and mitigation
- Partner with Customer Success leadership locally, and globally, to build and refine processes, systems, and resources to make Mimecast’s teams and customers successful

Qualifications and Experience:

- 7-8 year’s work experience in a relevant role with 3 years in an Account Management or Customer Success role
- 2-3 years of people management in a SaaS company
- Excellent cross functional collaboration skills; ability to build relationships, network, articulate problems and collaboratively problem solve
- Experience managing Customer Success lifecycles, including risk forecasting and renewal
- Experience with tools such as Gainsight and Salesforce desirable

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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