The Manager of Customer Success role resides within the Regional Customer Operations Team and reports to the Director of Customer Success.   The Team is essentially responsible for interfacing with a portfolio of customers to ensure customer delight through the customer lifecycle driving value for our customers.  Along with ensuring customer retention, whilst driving additional revenue through strategic sales activities alongside the Customer Development Teams.    This is a strategic, customer facing role, with the Manager of Customer Success expected to take an energetic and proactive approach towards revenue retention and growth.  It includes leadership, daily management and escalation for the CS Account Management Team, providing strategic and commercial support to team members in collaboration with the Sales team, as well as mentoring and coaching of individuals to grow the team’s skills.  The role requires a high-performance approach with excellent product and industry acumen as well as commercial, organizational and leadership skills. 

This position is based in the Mimecast Regional Headquarters (based on the region for this position) and requires up to 25% travel to customers and other Mimecast offices.

This role is for an experienced manager with excellent emotional intelligence; able to lead an experienced team and grow their skills to succeed at their roles.  The person must be able to interact with many different levels of personas within customer base as well as internally at Mimecast.  This person should be progressive and forward thinking, but approachable and flexible within a highly dynamic environment to be able to cope with multiple activities at the same time.  Duties include:

• Oversee the day to day operation of one of the Customer Success teams
• Act as a mentor and resource for the team when dealing with customer incidents and strategies
• Driving the defined CS strategy within the team
• Dynamic risk reporting to the Director of Customer Success especially pertaining to and highlighting churn risk and downgrades to the business
• Ability to track team’s performance against set KPIs
• Team development in all areas of skills and education; product, business acumen, risk strategies, competitive knowledge and sales skills to resell value to customers.
• Team leadership in retention activities – escalations, assistance, reporting and driving revenue retention across the base
• Availability and ability to participate in key customer meetings, particularly for issue escalation, retention activities and commercial discussions taking place.  Willingness to be point of contact for customer executive management
• A dynamic and engaging presenter with the ability to coach and mentor staff members towards improving their skills in this regard
• Understanding business and financial measures when working on customer retention (NPV, Cost Benefit Analysis, Cost to Acquire, Cost to Serve and the likes).

• Bachelor’s Degree preferred
• Must have an IT or Customer Service background
• At least 3 years in a leadership and management role in a high energy, dynamic and entrepreneurial company; SAAS company preferred
• At least 5 years strategic customer account management experience
• Proven experience executing customer experience and retention campaigns
• Proven experience with the management of teams, including personal and professional growth of team members and ability to deliver on a KPI driven plan
• Someone who makes sense out of complexity and acts quickly
• Stellar Communication Skills; written, verbal and presentation
• High performance and success driven
• Positive attitude, well-presented and professional
• Experience in sales and revenue growth
• Ability to build great relationships both within Mimecast and with our Customers
• Excellent contextualization skills to empathize and understand customer pain points and work with them towards resolution
• Product and organizational knowledge
• Excellent reporting skills and the ability to effectively communicate key initiatives and measures to the CX team
• Ability to present at all levels of customers and Mimecast; From CxO level to technical staff