Customer Success Manager

Requirements

• We are looking for a highly driven and motivated individual who is passionate about building strong customer relationships and providing a best-in-class experience
• 3-5+ year’s work experience in a relevant customer success role, preferably in a SaaS organisation
• Risk and Renewal Management experience including risk forecasting and reporting
• Ability to collaborate and plan strategically with sales counterparts to directly assist and contribute to NRR and D&C
• Strong customer, partner and market orientation in software and subscription services
• Experience working with multiple levels of customer stakeholders – technical admins, c-level executives, legal, and compliance teams
• Great communication skills – verbal and written, ability to communicate clearly and effectively
• Solid business acumen – understanding customer’s operational models and budgetary cycles
• Change Management Experience – encouraging product adoption and navigating stakeholder relationships
• Experience in cybersecurity/technology space beneficial

What the job involves

• In this role, you will be a trusted advisor and advocate for your customer base. Customer Success Managers will assist directly with Mimecast product adoption and optimization, contributing to increased customer retention rates and reducing churn risk
• Proactively engage with your book of business on a regular basis creating Customer Success Plans to ensure you can understand your customers’ goals and objectives allowing you to map their journey to value realisation
• Collaborate with internal counterparts in our Sales, Professional Services, Support and Product teams to ensure an optimal customer experience at each step of their journey
• Proactively manage the risk and renewal management processes to identify customers at risk and mitigate churn
• Develop a technical understanding of our core product suite and assist customers with adoption and feature utilization
• Provide thought leadership and industry expertise to your customer base
• Be the voice of the customer, providing insights and feedback to senior stakeholders in Customer Success, Product and Support

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