Manager, Customer Success

Are you a motivated customer-focused leader ready to take your career and a high-performing team to the next level At Mimecast were on a mission to deliver best-in-class customer experiences while helping organisations around the world maximize value from our cybersecurity and human risk management solutions.

Were looking for an experienced Manager Customer Success to inspire and develop a talented team of Customer Success Managers (CSMs). The successful candidate will report directly to the VP of Customer Success for EMEA.

In this pivotal role youll act as both a coach and mentor to your team and a trusted advisor to our customers driving adoption reducing churn and delivering measurable outcomes that lead to long-term success.

If you thrive in a fast-paced SaaS environment love building high-performing teams and want to help shape the future of Customer Success at a market-leading cybersecurity company wed love to hear from you.

What Youll Be Doing

• Lead & Inspire: Hire coach and develop a team of talented Customer Success Managers to consistently deliver an exceptional customer experience.
• Customer First Mindset: Ensure your team drives product adoption value realization and measurable customer outcomes.
• Strategic Execution: Define and execute strategies objectives and KPIs that fuel customer retention growth and satisfaction.
• Proactive Risk Management: Identify and manage key risks ensuring early mitigation to protect and grow ARR.
• Cross-Functional Collaboration: Work closely with Sales Professional Services and Support to ensure customers achieve the best possible experience.
• Global Impact: Partner with Customer Success leaders across EMEA North America South Africa and Australia to refine processes playbooks and best practices.

What Youll Bring

• 78 years experience in Customer Success or Account Management within a SaaS or technology environment
• 23 years of people management experience in a SaaS company
• Proven track record in driving customer satisfaction retention and revenue growth
• Strong cross-functional collaboration skills with the ability to engage with technical teams C-level executives legal and compliance stakeholders
• Strategic mindset able to partner with business leaders to influence NRR and D&C outcomes
• Cybersecurity SaaS or SaaS company experience preferred
• Familiarity with Salesforce Gainsight or other Customer Success tools

Why Join Mimecast

• Be part of a globally diverse Customer Success organization of 100 professionals spanning North America EMEA South Africa and Australia.
• Work for a company consistently recognized as a leader in cybersecurity and human risk management.
• Help shape how we take a good Customer Success function and make it great through innovation collaboration and a customer-first mindset.

Ready to Make an Impact

If youre passionate about driving customer success at scale and developing high-performing teams that deliver exceptional value apply now and be part of our journey to redefine Customer Excellence at Mimecast!

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DEI Statement

Cybersecurity is a community effort. Thats why were committed to building an inclusive diverse community that celebrates and welcomes everyone unless theyre a cybercriminal of course.

Were proud to be an Equal Opportunity and Affirmative Action Employer and wed encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race age religion sexual orientation gender identity ability marital status nationality or any other protected characteristic wont affect your application.

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.