Customer Success Manager

Mimecast Services Ltd; London; On-site; GBP 44,000 - 66,000; Full time

Job summary

A cybersecurity firm in London is seeking a Customer Success Manager to ensure customer satisfaction and engagement. The role involves engaging with customers, collaboration with internal teams, and managing risks to enhance product adoption. Candidates should have 3-5 years of experience in account management and possess strong problem-solving skills. This position offers a salary range of £44,000-£66,000 and various benefits.

Qualifications

• 3-5 years of experience in account management or customer success roles.
• Strong business acumen; prior sales experience is a plus.
• Experience in risk and renewal management, including forecasting.

Responsibilities

• Proactively engage with your book of business to understand customers’ goals.
• Collaborate with internal teams to provide optimal customer experience.
• Manage risk and renewal processes to identify at-risk customers.

Skills

Account management

Customer success

Problem-solving

Collaboration

Technical curiosity

Tools

Salesforce

MS Office

Tableau

Gainsight

Job description

As Mimecast continues its mission to protect organizations from adversaries, we are looking for a passionate, customer-centric, collaborative, and innovative professional to join our Customer Success organization as we continue to evolve to deliver customer excellence.

The Role

As a Customer Success Manager, you will be a trusted partner for your portfolio of customers, helping them succeed with the Mimecast platform and ensuring they achieve maximum value from their investment throughout their lifecycle. You will be responsible for understanding customers' desired outcomes and driving the activity needed to realize that value. You will work with your customers' management teams and collaborate with internal stakeholders to ensure retention, high adoption, satisfaction, and advocacy. Your goal is to create lifelong customers and champions of Mimecast’s products and services.

What You’ll Do

1. Proactively engage with your book of business to understand your customers’ goals and objectives, mapping their journey to value realization.
2. Collaborate with internal teams such as Sales, Professional Services, and Support to provide an optimal customer experience at each stage of their journey.
3. Manage risk and renewal processes proactively to identify at-risk customers and mitigate churn.
4. Provide thought leadership and industry expertise tailored to the customer’s lifecycle stage and maturity.
5. Act as the voice of the customer, offering insights and feedback to senior stakeholders in Customer Success, Product, and Support.

What You’ll Bring

1. 3-5 years of experience in account management or customer success roles.
2. Experience with account mapping and success planning.
3. Strong business acumen; prior sales experience is a plus.
4. Experience in risk and renewal management, including forecasting and reporting.
5. Problem-solving skills with the ability to identify root causes and find solutions.
6. Excellent soft skills, including trust-building, collaboration, and networking with stakeholders.
7. Technical curiosity and savvy.
8. Experience with change management, promoting product adoption, and stakeholder navigation.
9. Effective time management skills for organizing and prioritizing tasks.
10. Proficiency with MS Office, Salesforce, Tableau, Gainsight, or similar tools.
11. German language skills are highly desirable but not essential.

The base salary range for this position is £44,000-£66,000 plus benefits. This range reflects the minimum and maximum targets for new hires and may be supplemented by incentive plans and other benefits. Salary offers will depend on role, level, location, individual capabilities, and other factors.

Additional Information

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DEI Statement

Cybersecurity is a community effort. We are committed to building an inclusive, diverse community that celebrates everyone — unless they’re a cybercriminal.

We are proud to be an Equal Opportunity and Affirmative Action Employer and welcome applicants from all backgrounds. Your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or other protected characteristics will not influence your application.

Employment is contingent upon successful completion of background checks in accordance with local law.

We disrupt cybercriminal activity, work hard, deliver results, and grow with determination. We empower each other, uphold our values, and strive for success together. This is a community of respect where everyone counts.