At a Glance
- Tasks: Build strong customer relationships and enhance their experience with our products.
- Company: Mimecast, a leader in cybersecurity solutions with a focus on customer success.
- Benefits: Competitive salary, hybrid working, professional development, and a supportive culture.
- Other info: Join a diverse team committed to personal growth and innovation.
- Why this job: Make a real impact by helping customers achieve cyber resilience and success.
- Qualifications: 3-5 years in customer success, preferably in SaaS, with strong communication skills.
The predicted salary is between 44000 - 66000 £ per year.
Are you passionate about stopping bad things from happening to good organizations? At Mimecast, we do just that but in Customer Success, we strive to make things even better for our customers. 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. 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.
What You’ll Do
- Proactively engage with your book of business on a regular basis, creating Customer Success Plans to understand your customers’ goals and map their journey to value realization.
- Collaborate with internal counterparts in 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.
- Act as the voice of the customer, providing insights and feedback to senior stakeholders in Customer Success, Product and Support.
What You’ll Bring
- 3‑5+ years’ work experience in a relevant customer success role, preferably in a SaaS organization.
- 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.
- Excellent communication skills – verbal and written, ability to communicate clearly and effectively.
- Solid business acumen – understanding customers’ operational models and budgetary cycles.
- Change Management experience – encouraging product adoption and navigating stakeholder relationships.
- Experience in the cybersecurity/technology space is beneficial.
What We Bring
We are driven by the ambition to help each of our customers achieve true cyber resilience to create a fortified cyber ecosystem. Your personal and professional growth matters to us. At Mimecast, we provide the tools, training and mentorship necessary to elevate your skills and expertise continually. We offer first‑class development, hybrid working, ample rewards and a company culture you’ll find it difficult not to love.
The base salary range for this position is £44,000–£66,000 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.
We’re proud to be an Equal Opportunity and affirmative action employer. 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 won’t affect your application.
Customer Success Manager employer: Mimecast Services Ltd
At Mimecast, we are committed to fostering a dynamic and inclusive work environment where your growth is our priority. As a Customer Success Manager, you will benefit from comprehensive training, mentorship, and a hybrid working model that promotes work-life balance, all while contributing to our mission of enhancing cyber resilience for our customers. Join us to be part of a culture that values collaboration, innovation, and the voices of our employees, making it an exceptional place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Mimecast on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role. Personal connections can give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by understanding Mimecast's products inside and out. Dive into their website, read up on customer success stories, and get familiar with their core offerings. This will help you speak confidently about how you can contribute to customer adoption and retention.
✨Tip Number 3
Showcase your soft skills! As a Customer Success Manager, building relationships is key. During interviews, share examples of how you've successfully managed customer relationships and resolved issues in the past. This will demonstrate your ability to be a trusted advisor.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in being part of the Mimecast team. Let's make this happen!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Your Passion:Let us see your enthusiasm for customer success! In your application, share specific examples of how you've built strong relationships and made a positive impact in previous roles. We love to hear about your passion for helping customers thrive!
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience in SaaS and customer success. Use keywords from the job description to show that you understand what we're looking for and how you fit into our vision.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and focus on communicating your skills and experiences effectively. Remember, we want to get to know you!
Apply Through Our Website:We encourage you to apply directly through our website. This way, your application will be processed smoothly, and you'll have the best chance of standing out to our hiring team. Plus, it’s super easy!
How to prepare for a job interview at Mimecast Services Ltd
✨Know Your Customer Success Fundamentals
Before the interview, brush up on the key principles of customer success, especially in a SaaS environment. Understand how to create Customer Success Plans and be ready to discuss how you would proactively engage with customers to enhance their experience.
✨Showcase Your Communication Skills
Since excellent communication is crucial for this role, prepare to demonstrate your verbal and written skills. Think of examples where you've effectively communicated with different levels of stakeholders, from technical teams to C-level executives, and be ready to share those stories.
✨Understand Risk and Renewal Management
Familiarise yourself with risk forecasting and renewal management processes. Be prepared to discuss how you would identify at-risk customers and what strategies you would implement to mitigate churn. This shows that you can think strategically about customer retention.
✨Demonstrate Your Technical Acumen
Since the role involves a technical understanding of the product suite, do some homework on Mimecast’s offerings. Be ready to discuss how you would assist customers with product adoption and feature utilisation, showcasing your ability to bridge the gap between technology and customer needs.
