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Senior Business Relationship Manager

2 weeks ago

City of Greater Geelong, Australia beBeeSuccess Full time $90,000 - $120,000

At Mimecast, we redefining cybersecurity and leading the charge in human risk management.

We protect businesses from evolving threats, and you'll be at the forefront. Every customer you bring on board builds something bigger - for them, for us, for our communities, and for your career. Simply put - when we grow, you grow.

We set you up to win. Top-tier enablement, smart coaching, and real insights mean you'll smash quotas, not just hit them. You get the tools and knowledge to sell with confidence, turning complex sales cycles into closed deals.

Your career path? It's yours to shape. Compelling commission, clear progression, and chances to lead, specialize, or pivot - you decide what's next. Here, success isn't just about the deals you close. It's about your progress, your influence, your impact.

Customer Excellence is looking for a highly driven and motivated Senior Customer Success Manager who is passionate about building strong customer relationships and providing a best-in-class customer experience. This professional will be a trusted advisor and advocate for your customer base, assisting directly with product adoption and optimization, contributing to increased customer retention and reducing the risk of churn.

This role requires understanding customers' desired outcomes and driving activity to achieve value realization. The candidate will partner with customers and collaborate with internal stakeholders to ensure adoption, satisfaction, customer advocacy, and retention. They will aim to create long-term relationships and champions of our products and services.

Main Responsibilities:

  • Build strong customer partnerships; understand customer goals and challenges and provide tailored solutions
  • Develop success plans in partnership with customers and influence customer outcomes
  • Develop technical expertise in our core product suite and use it to assist customers with adoption and feature utilization
  • Stay updated on the threat landscape and advise customers on how to manage this through their applications and integrations
  • Set a vision for your customer base and proactively own your book of business; monitor customer health and performance metrics and use this to identify opportunities for improvement, risk mitigation, and churn prevention
  • Collaborate with internal counterparts in Sales, Professional Services, and Support to ensure an optimal customer experience at each step of their journey
  • Be the voice of the customer, providing insights and feedback to senior-level stakeholders in Customer Success, Product, and Support

Key Requirements:

  • 5-7 years of experience in a Customer Success or Account Management role within a SaaS or technology company
  • Excellent customer, partner, and market orientation in software and subscription services
  • Experience developing and executing against success plans and influencing customer outcomes
  • Technical savvy: able to learn new technology and keep up with system enhancements
  • Analytical mindset and ability to leverage data for decision-making
  • Results-oriented with a focus on customer satisfaction, retention, and revenue growth
  • Experience partnering with multiple levels of customer stakeholders, including technical admins, c-level executives, legal, and compliance teams
  • Ability to collaborate and plan strategically with sales counterparts to directly assist and contribute to Net Revenue Retention and Dollar-Based Churn reduction
  • Excellent verbal and written communication skills
  • Saas company experience in the cybersecurity space preferred
  • Familiarity with Salesforce CRM, Gainsight, and/or other Customer Success tools desirable