Customer Value Manager

Mimecast; Greater London; Hybrid; GBP 44,000 - 66,000; Full time

Benefits offered by this job

Incentive plans

Benefits

Job summary

Mimecast in London is seeking a driven Customer Value Manager to support a portfolio of named mid-market accounts. You will act as a trusted technical and business advisor, driving product adoption and value realization across your customers in a hybrid London-based role.

You will own health metrics, track deployment, and lead value conversations in business reviews, on-site executive meetings, and renewal planning, partnering with Account and Renewals teams to protect revenue and deliver

Qualifications

• Portfolio management experience with named mid-market or enterprise accounts.
• Ability to translate complex security architecture into business value.
• Experience collaborating with Account Managers in a named-account model.

Responsibilities

• Advances customers’ Human Risk Management maturity by connecting behavior to HRM framework and recommending outcomes.
• Owns technical and value health across the portfolio, tracking adoption, deployment, and renewal risk.
• Quantifies and communicates proof of value through adoption metrics and HRM progression.
• Builds trusted relationships with technical and executive stakeholders and translates security topics into business value.
• Partners with Account and Renewals Managers to identify churn risk and support retention and expansion.
• Owns transparency around critical escalations and coordinates with Support Engineering.

Tools

Salesforce

Job description

Customer Value Manager Mimecast London, Great Britain

Customer Value Manager - Hybrid role based in London

About Mimecast

The work people build is worth protecting, and it's harder to protect than it used to be. AI agents now move at machine speed with human-level access, and a small slip-up can become a very public one. We disrupt cybercriminal activity before that happens. We think fast, go big, and always demand more of ourselves. We work hard, deliver, and repeat. We grow with real determination and put success well within reach. We push each other to be better and expect to be pushed back, in a community built on respect, where everyone is counted. Work Protected.

Overview

Are you passionate about stopping bad things from happening to good organizations? At Mimecast, we do just that—and in Customer Value Management, we go further by making sure every customer realizes real, measurable value from what they’ve invested in.

We are looking for a driven, customer-centric Customer Value Manager to support a portfolio of named mid-market accounts. Based locally to Lexington, Massachusetts, you’ll serve as a trusted technical advisor and work within a three-person account pod alongside an Account Manager and a Renewals Manager. Your focus is clear: drive product adoption and utilization, own technical and value health, and turn the capabilities of our platform into outcomes customers care about. The through-line of the role is simple: adoption drives outcomes, and outcomes create value.

What You'll Do

Advance customers’ Human Risk Management maturity by connecting behavior and attack-exposure data to Mimecast’s HRM framework and recommending targeted awareness-training outcomes.

Own technical and value health across your portfolio, tracking adoption depth, feature utilization, deployment completeness, customer satisfaction signals, and renewal risk.

Quantify and communicate proof of value through adoption metrics, threat-block summaries, HRM progression, and deployment health; prepare technical briefings and lead the value and technical narrative in Business Reviews, on-site EBRs, and executive meetings.

Build trusted customer relationships across technical and executive stakeholders, understand each customer’s environment and definition of success, translate complex security architecture into business value, and represent the voice of the customer to Product Management.

Partner with Account and Renewals Managers to identify churn risk at least 90 days before renewal, lead technical recovery plans, document competitive threats, and support gross retention, net revenue retention, and expansion outcomes.

Identify expansion signals—including unused modules, seat growth, HRM maturity readiness, and compliance gaps—and provide the Account Manager with the technical context and timing rationale needed to act.

Own transparency around critical technical escalations by representing customer context internally, coordinating with Support Engineering, and keeping customers and pod partners informed through resolution.

Support the Executive Sponsor Program by identifying suitable accounts, facilitating introductions, coordinating sponsor cadence calls, and briefing Mimecast sponsors before engagements.

Use customer data, health signals, AI-guided insights, and next-best-action recommendations to prioritize work and deliver evidence-based value conversations at scale.

What You'll Bring

Demonstrated success managing a portfolio of mid-market or enterprise accounts with the autonomy and judgment expected of an experienced customer-facing professional, ideally within a security-focused SaaS organization.

Experience engaging technical administrators, CISOs, C-level executives, and legal and compliance teams, with the ability to translate complex security architecture into clear, value-focused business conversations without losing technical credibility.

Experience working alongside Account Managers or Account Executives in a named-account model, with clear technical and value ownership, strong strategic collaboration, and an understanding of commercial ownership.

Proficiency in customer health scoring, risk management, playbook execution, and Salesforce account activity and opportunity visibility.

A customer-centric and empathetic approach, technical curiosity, proactive ownership, resilience, analytical thinking, adaptability, and the ability to influence customers and colleagues without direct authority.

Excellent written and verbal communication skills, with credibility across both technical and executive audiences.

Ability to travel up to 25%.

Familiarity with FINRA, HIPAA, FCA, GDPR, ISO 27001, and SOC 2, plus the ability to interpret API logs, review connector health, and diagnose integration issues without first-level escalation, is preferred.

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.

#LI-ND1

Belonging at Mimecast

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affimative Action Employer, and we’d 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 won’t 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.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.

Full-time