Customer Success Manager
3 weeks ago
At Mimecast, we're shaping the future of cyber resilience. As a Customer Success Manager, you'll play a key role in ensuring our clients achieve their goals. Your expertise, dedication, and passion will make a tangible difference in the cybersecurity landscape.
Key Responsibilities
As a Customer Success Manager, you'll be responsible for a portfolio of customers. Your primary focus will be on delivering exceptional customer experiences, ensuring customer delight, and driving business growth. You'll work closely with various departments to identify opportunities, develop strategies, and implement solutions that meet our clients' needs.
Customer Delight
- Develop and execute customer success strategies to drive engagement and retention.
- Conduct regular surveys to gauge customer satisfaction and identify areas for improvement.
- Collaborate with customers to gather feedback and case studies that can be used to promote our services.
- Identify upsell opportunities and work with the Upsell Manager to ensure seamless transitions.
Customer Retention
- Build strong relationships with customers to proactively mitigate the risk of churn.
- Work closely with customers to ensure they're getting the most value from our services.
General Customer Management
- Be a trusted point of contact for customers, handling escalations and resolving issues promptly.
- Develop and deliver training programs to enhance customer knowledge and adoption.
- Maintain accurate records and database management within our CRM system.
- Establish relationships with customers at all levels, from technical administrators to C-level executives.
Requirements
- 3-5 years of experience in a relevant role, with a minimum of 2 years managing commercial or mid-market level accounts.
- Excellent customer, partner, and market orientation in software and subscription services.
- Demonstrated experience in ensuring customer adoption and realization of value from subscription software and services.
- SAAS company experience in the cybersecurity space is a plus.
- Excellent people skills, with the ability to build relationships, network, and understand channel complexities.
- Experience working with multiple levels of customer stakeholders, including technical administrators, team leaders, C-level executives, legal, compliance, and procurement contacts.
- Good administrative skills and great communication skills, both verbal and written.
- Business skills and financial acumen to plan strategically against business levers such as NPV and margin.
What We Offer
- Free leave days between Christmas and New Year's.
- Flexible working arrangements to support work-life balance.
- Paid Parental Leave Program.
- Employee Assistance Support.
- Health Insurance reimbursement.
- Corporate Social Responsibility (CSR) program, including 5 paid volunteer days per year and donation matching.
Why Join Us
We're Mimecasters, and we're alive with purpose. Your personal and professional growth matter to us. We provide the tools, training, and mentorship necessary to elevate your skills and expertise continually. As you thrive, so does the organization, creating a symbiotic relationship that fuels our collective success.
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