Customer Success Strategist

3 days ago

Sydney, New South Wales, Australia Mimecast Full time

At Mimecast, we're looking for a Customer Success Strategist to play a key role in shaping the future of cyber resilience. As a strategic partner, you'll be responsible for representing the customer within the business, interfacing with all departments to ensure customer delight. Your expertise, dedication, and passion will make an impactful difference, not just for our clients but for the cybersecurity landscape.

Key Responsibilities

As a Customer Success Strategist, you'll be responsible for executing defined CS strategies within a designated customer base. This includes following up on surveys based on guidelines provided, gaining permission from happy customers to use their feedback in various forms of reference activities, and identifying upsell opportunities within the assigned base.

Customer Retention

  • Build strong relationships to help proactively mitigate the risk of churn. Ensure Mimecast is part of the budget planning process and ensure there are no surprises from our largest customers.
  • Increase the value of the Mimecast service within the customer base by ensuring feature utilization, including end-user applications.

General Customer Management

  • Be a known point of contact for relationship building for these customers, including escalations where required.
  • Ability to troubleshoot and solve customer problems where appropriate, alternatively to be able to escalate where required and use additional internal resources as needed.
  • Drive customer education through training awareness and attendance, as well as ability to share knowledge and demonstrate or train when required.
  • Methodical and diligent record keeping and database management within the CRM system to illustrate engagement levels and value add.
  • Relationship building at all levels of an organization through proactive contact.

Requirements

  • 3-5 years' work experience in a relevant role with at least 2 years managing commercial or mid-market level accounts, with prior technical experience or technical acumen.
  • Excellent customer, partner, and market orientation in software and subscription services.
  • Demonstrated experience in ensuring customer successfully adopt and realize value from subscription software and services.
  • SAAS company experience in the cybersecurity space (preferred).
  • Excellent people skills, including ability to build relationships, networking, and understanding channel complexities.
  • Experience working with multiple levels of customer stakeholders – technical admins, team leaders, C-level executives, legal, compliance, and procurement contacts.
  • Good administrative skills.
  • Great communication skills – verbal and written, ability to communicate clearly and effectively.
  • Business skills and financial acumen to plan strategically against business levers such as NPV, margin, etc.

What We Offer

  • Free leave days between Christmas and New Years.
  • Flexible working arrangements supporting work-life balance.
  • Paid Parental Leave Program.
  • Employee Assist Support.
  • Health Insurance reimbursement.
  • Corporate Social Responsibility (CSR) program that supports global and local initiatives via fundraising, volunteering, and community engagement, with 5 paid volunteer days per year & donation matching.

About Us

We are Mimecasters. And we are alive with purpose. Your personal and professional growth matter to us. At Mimecast, 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. In return, we promise you first-class development, hybrid working, ample rewards, and a company culture you'll find it difficult not to fall in love with.

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