Customer Success Manager

Customer Success Manager

Customer Value Manager Hybrid role based in Lexington, MA

Are you passionate about stopping bad things from happening to good organizations? At Mimecast, we do just thatand in Customer Value Management, we go further by making sure every customer realizes real, measurable value from what they've invested in.

We are looking for a driven, customer-centric Customer Value Manager to support a portfolio of named mid-market accounts. Based locally to Lexington, Massachusetts, you'll serve as a trusted technical advisor and work within a three-person account pod alongside an Account Manager and a Renewals Manager. Your focus is clear: drive product adoption and utilization, own technical and value health, and turn the capabilities of our platform into outcomes customers care about. The through-line of the role is simple: adoption drives outcomes, and outcomes create value.

Own platform adoption, activation, utilization, configuration health, and optimization across Mimecast's product portfolio, including Email Threat Protection, Human Risk Management, Incydr (Code42), and DMARC Analyzer.

Advance customers' Human Risk Management maturity by connecting behavior and attack-exposure data to Mimecast's HRM framework and recommending targeted awareness-training outcomes.

Own technical and value health across your portfolio, tracking adoption depth, feature utilization, deployment completeness, customer satisfaction signals, and renewal risk.

Quantify and communicate proof of value through adoption metrics, threat-block summaries, HRM progression, and deployment health; prepare technical briefings and lead the value and technical narrative in Business Reviews, on-site EBRs, and executive meetings.

Build trusted customer relationships across technical and executive stakeholders, understand each customer's environment and definition of success, translate complex security architecture into business value, and represent the voice of the customer to Product Management.

Partner with Account and Renewals Managers to identify churn risk at least 90 days before renewal, lead technical recovery plans, document competitive threats, and support gross retention, net revenue retention, and expansion outcomes.

Identify expansion signalsincluding unused modules, seat growth, HRM maturity readiness, and compliance gapsand provide the Account Manager with the technical context and timing rationale needed to act.

Own transparency around critical technical escalations by representing customer context internally, coordinating with Support Engineering, and keeping customers and pod partners informed through resolution.

Support the Executive Sponsor Program by identifying suitable accounts, facilitating introductions, coordinating sponsor cadence calls, and briefing Mimecast sponsors before engagements.

Use customer data, health signals, AI-guided insights, and next-best-action recommendations to prioritize work and deliver evidence-based value conversations at scale.

Demonstrated success managing a portfolio of mid-market or enterprise accounts with the autonomy and judgment expected of an experienced customer-facing professional, ideally within a security-focused SaaS organization.

Working knowledge of email security architecture, including Secure Email Gateways, Microsoft 365 Defender, DMARC, DKIM, SPF, email routing, and hybrid mail flow.

Familiarity with identity and access management concepts such as Okta, Azure AD, SSO, and SAML, along with how email security integrates into SOC and SIEM/SOAR workflows.

Experience engaging technical administrators, CISOs, C-level executives, and legal and compliance teams, with the ability to translate complex security architecture into clear, value-focused business conversations without losing technical credibility.

Experience working alongside Account Managers or Account Executives in a named-account model, with clear technical and value ownership, strong strategic collaboration, and an understanding of commercial ownership.

Proficiency in customer health scoring, risk management, playbook execution, and Salesforce account activity and opportunity visibility.

A customer-centric and empathetic approach, technical curiosity, proactive ownership, resilience, analytical thinking, adaptability, and the ability to influence customers and colleagues without direct authority.

Excellent written and verbal communication skills, with credibility across both technical and executive audiences.

Ability to travel up to 25%.

Direct experience with Mimecast, Abnormal, Proofpoint, Microsoft Defender for Office 365, or comparable email security or Human Risk Management platforms is preferred.

Security or vendor certificationssuch as CompTIA Security+, CISSP Associate or full certification, CEH, or credentials aligned with email or cloud securityare preferred.

Familiarity with FINRA, HIPAA, FCA, GDPR, ISO 27001, and SOC 2, plus the ability to interpret API logs, review connector health, and diagnose integration issues without first-level escalation, is preferred.

The base salary range for this position is $84,000?$126,000 plus benefits. This range represents the minimum and maximum new hire compensation for this role. The position may also be eligible for incentive plans and additional benefits, in accordance with company policy and local regulations. Our salary ranges are determined by role, level, and location with individual compensation also dependent on factors such as qualifications, experience, and skills. Final offers will reflect these considerations and may vary accordingly.

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.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.

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