Senior Customer Success Manager

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

We are looking for a highly driven and motivated individual who is passionate about building strong customer relationships and providing a best-in-class experience. In this role, you will be a trusted advisor and advocate for your customer base. Customer Success Managers will assist directly with Mimecast product adoption and optimization, contributing to increased customer retention rates and reducing churn risk.

Please note that this is a hybrid role based in Lexington, MA.

What You'll Do:

• Building strong external partnerships with your customer base to help pro-actively mitigate the risk of churn

• Collaborating internally with a wide variety of departments

• Develop a technical understanding of our core product suite and assist customers with adoption and feature utilization

• Managing proactive and reactive communications

• Participating in risk-mitigation activities alongside your Customer Development Manager

What You Bring:

• 4 year degree required

• 5-7 year’s work experience in a relevant role with at least 2-3 years managing Enterprise level accounts, preferably in a security focused SaaS organization.  

• Excellent customer, partner and market orientation in software and subscription services

• SAAS company experience in cybersecurity space is preferred

• Experience working with multiple levels of customer stakeholders – technical admins, c-level executives, legal, and compliance teams

• Great communication skills – verbal and written, ability to communicate clearly and effectively

• Ability to collaborate and plan strategically with sales counterparts to directly assist and contribute to NRR and D&C

• Ability to travel up to 25%

The US base salary range for this position is $104,000 - $156,000 base + incentive plan + benefits. This reflects the minimum and maximum target for new hire salaries for this position. This position may also be eligible for bonus, and other related benefits.

Our salary ranges are determined by role, level and location. These factors and individual capabilities will also determine the individual pay offered.

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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.