We are looking for a highly driven and motivated
Customer Success Manager who is passionate about building strong customer relationships and delivering measurable security outcomes. In this role, you will serve as a trusted advisor for a portfolio of mid-market accounts. You will work within a three-person account pod - alongside an Account Manager and a Renewals Manager - where your lane is clear: drive platform adoption, maintain account health, and keep your pod partners equipped with the customer intelligence they need to grow and retain the account.
What You'll Do:- Building day-to-day customer relationships across your portfolio - serving as the primary point of contact and proactively engaging to drive platform adoption, address issues, and reduce churn risk
- Executing deployment health reviews and supporting technical onboarding across Mimecast's product portfolio - including Email Threat Protection, Human Risk Management (HRM), Insider Risk (Code42), and DMARC Analyzer - in partnership with Professional Services where applicable
- Monitoring each customer's Human Risk Management maturity by tracking behavior data, awareness training outcomes, and module utilization, and recommending configuration adjustments within Mimecast's HRM framework
- Maintaining account health scores in Gainsight - logging feature utilization, deployment status, and risk indicators - and escalating anomalies to your Account Manager or CS Manager as appropriate
- Flagging at-risk accounts ahead of renewal, contributing to recovery plan activities in coordination with your Account Manager, and keeping at-risk account records and competitive context current in Gainsight
- Supporting Business Reviews by preparing adoption data, utilization summaries, and health metrics, and participating in customer-facing delivery alongside the Account Manager
- Surfacing product utilization gaps and early expansion signals to the Account Manager, with context on what is underused and why
- Managing technical escalations with transparency - coordinating with Support Engineering, keeping customers and pod partners informed throughout resolution, and maintaining documentation of open issues
- Capturing and routing customer feedback to Product Management and internal teams, ensuring the voice of the customer is represented in cross-functional discussions
- Supporting the Executive Sponsor Program by coordinating logistics, scheduling sponsor cadence calls, and preparing briefing materials ahead of customer engagements
What You'll Bring:- 3-5 years of work experience in a relevant role, with at least 2 years managing mid-market accounts, preferably in a security-focused SaaS organization
- Familiarity with email security fundamentals - including Secure Email Gateways, DMARC/DKIM/SPF, and Microsoft 365 mail flow basics
- Experience working with multiple levels of customer stakeholders - including technical admins, team managers, and occasionally senior business leaders
- Strong communication skills - verbal and written - with the ability to explain technical concepts clearly to non-technical audiences
- Ability to work alongside Account Managers and Renewals Managers in a named account model, with clear role delineation between technical and commercial ownership
- Ability to collaborate and plan strategically with pod partners to directly support NRR, gross retention, and expansion outcomes
- Proficiency with Gainsight (or equivalent) for health scoring and risk management; familiarity with Salesforce for account activity and opportunity visibility
- Ability to travel up to 15%
The base salary range for this position is $104,000-$126,000 plus benefits. This range represents the minimum and maximum new hire compensation for this role. The position may also be eligible for incentive plans and additional benefits, in accordance with company policy and local regulations. Our salary ranges are determined by role, level, and location with individual compensation also dependent on factors such as qualifications, experience, and skills. Final offers will reflect these considerations and may vary accordingly.
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