Customer Success Manager

Are you passionate about stopping bad things from happening to good organizations? At Mimecast, we do just that — and in Customer Success, we strive to make things even better for our customers.

We are looking for a highly driven and motivated Customer Success Manager who is passionate about building strong customer relationships and delivering measurable security outcomes. In this role, you will serve as a trusted advisor for a portfolio of mid-market accounts. You will work within a three-person account pod — alongside an Account Manager and a Renewals Manager — where your lane is clear: drive platform adoption, maintain account health, and keep your pod partners equipped with the customer intelligence they need to grow and retain the account.

What You'll Do:

• Building day-to-day customer relationships across your portfolio — serving as the primary point of contact and proactively engaging to drive platform adoption, address issues, and reduce churn risk
• Executing deployment health reviews and supporting technical onboarding across Mimecast’s product portfolio — including Email Threat Protection, Human Risk Management (HRM), Insider Risk (Code42), and DMARC Analyzer — in partnership with Professional Services where applicable
• Monitoring each customer’s Human Risk Management maturity by tracking behavior data, awareness training outcomes, and module utilization, and recommending configuration adjustments within Mimecast’s HRM framework
• Maintaining account health scores in Gainsight — logging feature utilization, deployment status, and risk indicators — and escalating anomalies to your Account Manager or CS Manager as appropriate
• Flagging at-risk accounts ahead of renewal, contributing to recovery plan activities in coordination with your Account Manager, and keeping at-risk account records and competitive context current in Gainsight
• Supporting Business Reviews by preparing adoption data, utilization summaries, and health metrics, and participating in customer-facing delivery alongside the Account Manager
• Surfacing product utilization gaps and early expansion signals to the Account Manager, with context on what is underused and why
• Managing technical escalations with transparency — coordinating with Support Engineering, keeping customers and pod partners informed throughout resolution, and maintaining documentation of open issues
• Capturing and routing customer feedback to Product Management and internal teams, ensuring the voice of the customer is represented in cross-functional discussions
• Supporting the Executive Sponsor Program by coordinating logistics, scheduling sponsor cadence calls, and preparing briefing materials ahead of customer engagements

What You'll Bring:

• 3–5 years of work experience in a relevant role, with at least 2 years managing mid-market accounts, preferably in a security-focused SaaS organization
• Familiarity with email security fundamentals — including Secure Email Gateways, DMARC/DKIM/SPF, and Microsoft 365 mail flow basics
• Experience working with multiple levels of customer stakeholders — including technical admins, team managers, and occasionally senior business leaders
• Strong communication skills — verbal and written — with the ability to explain technical concepts clearly to non-technical audiences
• Ability to work alongside Account Managers and Renewals Managers in a named account model, with clear role delineation between technical and commercial ownership
• Ability to collaborate and plan strategically with pod partners to directly support NRR, gross retention, and expansion outcomes
• Proficiency with Gainsight (or equivalent) for health scoring and risk management; familiarity with Salesforce for account activity and opportunity visibility
• Ability to travel up to 15%

#LI-ND1

Belonging at Mimecast

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.

If you require any adjustments or accommodations due to a disability, or any other reason that may help you in your interview process, please let us know by emailing [email protected].

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.