Manager, Customer Success (Enterprise), Lexington, MA (hybrid)
The Manager, Customer Success (Enterprise) will bring customer-facing experience to develop and maintain a high performing team of tenured Customer Success Managers. This Manager has the responsibility for a portfolio of commercial and enterprise grade customers, commonly several thousand employees in size. The Manager will manage the Customer Success lifecycle through playbooks, best practices, and industry benchmarks, covering both proactive and reactive engagement strategies. You will work collaboratively with Sales, Account Management, Technical Support, Professional Services, Implementation, Marketing, and Product Management. This position requires an individual with good business acumen, strong planning skills, sound technical orientation, excellent relationship building skills and strategic execution ability to drive success.
What You'll Do
Hire, coach, develop, and lead a team of Enterprise Customer Success Managers, commonly with 5-7 years work experience
Develop tactics, objectives and key results, activities, and milestones to deliver success, and drive that within their team’s portfolio
Be a known point of contact and serve as a sponsor and primary escalation path to mitigate and resolve customer concerns
Protect and grow ARR via customer retention and satisfaction programs, and through product adoption and customer enablement
Identify key risks and barriers to success, and own risk management and mitigation within their portfolio
Partner with Customer Success leadership locally, and globally, to build and refine processes, systems, and resources to make our teams and customers successful
Work alongside sales and/or account management to ensure upsell opportunities are identified, prioritized, supported, and won
What You'll Bring
4 year degree required
3+ years of people management experience in a SaaS company
8+ year’s work experience in a relevant role with 4 years in a commercial or enterprise account management role, IT background or a leadership role (ideally within Email / Messaging / Security / Storage)
Excellent people skills; ability to build relationships, networking and understanding channel complexities, problem articulation, and situational awareness
Risk forecasting and reporting – general adherence to internal deadlines
Proficiency in MS Office and other business tools to communicate and/or present professionally to customers
Business skills and financial acumen to plan strategically against business levers such as NPV, Margin, C2S etc.
What We Bring
Embarking on the journey as a Manager, Customer Success (Enterprise) at Mimecast entails championing customer satisfaction, fostering team excellence, and orchestrating strategic engagements, defining our collective triumphs. As you fortify our standing in enterprise solutions and customer relations, you'll flourish amidst innovation, benefit from robust developmental resources, and play a pivotal role in shaping the trajectory of a pioneering organization where your contributions drive transformative impact.
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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.