Customer Success Advocate

Customer Success Advocate (Digital)

What Youll Do:

Share ownership of a high volume of pooled Global SMB accounts; understand customer goals and challenges and provide scaled solutions and recommendations to map their journey to value realization

Develop a technical understanding of Mimecasts core product suite and use this to assist with the design and delivery of 1:M customer deliverables that will support adoption and feature utilization at scale

Proactively monitor customer health and performance metrics across the base and use this to identify opportunities for improvement risk mitigation and churn prevention

Collaborate with internal counterparts in Sales Professional Services Renewals and Support to ensure an optimal customer experience

Be the voice of the customer base providing appropriate insights and feedback to senior level stakeholders in Customer Success Product and Support

What Youll Bring:

2-5 years experience in a Customer Success or Account Management role within a SaaS or technology company preferably within a high-volume segment

Strong customer partner and market orientation in software and subscription services

Technically 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

Ability to collaborate and plan strategically with sales counterparts to directly assist and contribute to GRR and D&C

Strong verbal and written communication skills

SAAS company experience in cybersecurity space preferred

Familiarity with Salesforce CRM Gainsight and/or other Customer Success tools desirable

Considerations:

Customer base is global and CSAs will need to occasionally work adjusted hours out of RSA time zones to cover out of time zone customer meetings upon request

What We Bring

Join our team to accelerate your career journey contributing to projects that have real customer impact. You will be immersed in a dynamic environment that recognizes and celebrates your achievements.

Our Hybrid Model: We provide you with the flexibility to live balanced healthy lives through our hybrid working model that champions both collaborative teamwork and individual flexibility. Employees are expected to come to the office at least two days per week because working together in person:

• Fosters a culture of collaboration communication performance and learning
• Drives innovation and creativity within and between teams
• Introduces employees to priorities outside of their immediate realm
• Ensures important interpersonal relationships and connections with one another
  and our community!

#LI-YK1

The RSAbase salary range for this position is base R348000 - R576000. Annual base benefits. This reflects the minimum and maximum target for new hire salaries for this position. This position may also be eligible for bonus and other related benefits. Our salary ranges are determined by role level and location. These factors and individual capabilities will also determine the individual pay offered.

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.