[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Mimecast is hiring a Customer Value Manager to support a portfolio of named mid-market accounts as a trusted technical advisor. The role focuses on driving product adoption and utilization, maintaining technical and value health, and helping customers achieve measurable outcomes from Mimecast’s security platform.

Responsibilities

• 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 signals—including unused modules, seat growth, HRM maturity readiness, and compliance gaps—and 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

Skills

• 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
• Direct experience with Mimecast, Abnormal, Proofpoint, Microsoft Defender for Office 365, or comparable email security or Human Risk Management platforms
• Security or vendor certifications—such as CompTIA Security+, CISSP Associate or full certification, CEH, or credentials aligned with email or cloud security
• 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

Benefits

• Remote role based in the USA
• May be eligible for incentive plans

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