Customer Value Manager

Mimecast Services Ltd; Greater London; On-site; GBP 70,000 - 110,000; Full time

Job summary

Mimecast is seeking a Customer Value Manager in the UK to act as a trusted technical advisor for a portfolio of mid-market customers. You will drive adoption, map usage to outcomes, and protect renewals while collaborating with an Account Manager and Renewals Manager.

You’ll own adoption metrics, communicate value at executive level, and deliver business reviews that translate platform capabilities into measurable security outcomes for customers.

Qualifications

• Trusted technical advisor for a portfolio of mid-market accounts.
• Own adoption metrics and value health across a customer pod.
• Deliver executive-level business reviews and renewal readiness.

Responsibilities

• Drive adoption and utilization across Mimecast’s product portfolio.
• Quantify and communicate proof of value to executives.
• Build strong customer relationships and mitigate churn risks.
• Coordinate with Account Manager for executive engagements.

Skills

Account management

Customer success

Value realization

Cross-functional collaboration

Tools

CRM software

Job description

Customer Value Manager About Mimecast Mimecast is a leading cybersecurity company that helps organizations protect their people, data, and communications from today’s most sophisticated threats. With over 42,000 customers worldwide, we analyze more than 18 billion security events daily to stop attacks before they cause harm. As pioneers in Human Risk Management, we combine advanced threat detection, awareness training, and insider risk management into a platform that addresses the human element of cybersecurity - because people are both an organization’s greatest asset and its most significant security vulnerability. About the role 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, making sure every customer realizes real, measurable value from what they’ve invested in. We are looking for a driven and customer-centric Customer Value Manager who is passionate about building strong relationships and delivering measurable security outcomes. In this role you are the trusted technical advisor for a portfolio of mid-market accounts. You work within a three-person account pod - alongside an Account Manager and a Renewals Manager - where your lane is clear: drive product adoption and utilization, own technical and value health, and turn what our platform can do into the outcomes your customers care about. The through-line of the role: adoption drives outcomes, and outcomes create value.

What You’ll Do

Drive value through adoption & utilization Own platform adoption and drive measurable utilization across your portfolio, so that capability translates into protection and the outcomes each customer invested in. Lead product adoption/activation, configuration health and platform optimization across Mimecast’s full product portfolio - including Email Threat Protection, Human Risk Management (HRM), Incydr (Code42) and DMARC Analyzer. Advance each customer’s Human Risk Management maturity by mapping behavior and attack-exposure data to Mimecast’s HRM framework and recommending targeted awareness-training outcomes. Own the technical and value health score for each account - tracking adoption depth, feature utilization, deployment completeness and customer satisfaction signals. Prove and communicate value Quantify and package proof-of-value - adoption metrics, threat-block summaries, HRM progression and deployment health - for executive-level consumption, including pre-meeting technical briefings ahead of Account Manager executive engagements. Deliver Business Reviews - including on-site EBRs and executive meetings - in partnership with the Account Manager: own the value and technical narrative and the adoption data while the Account Manager leads the executive conversation and you own all follow-up and action-item accountability. Be a customer-centric, trusted advisor Build strong external partnerships across your customer base, grounded in a genuine understanding of each customer’s environment, objectives, risks, and definition of success. Translate complex security architecture into business-level value conversations for executive audiences without losing credibility with technical counterparts. Represent the voice of the customer internally - capturing and routing feedback to Product Management. Protect and grow the account, with your pod Proactively mitigate churn risk: identify at-risk accounts 90+ days before renewal, lead the technical recovery plan with your Account Manager, and maintain documented records of at-risk accounts and competitive threats for pod visibility and renewal positioning. Identify expansion signals - unused modules, seat growth, HRM maturity readiness, compliance gaps - and hand them to the Account Manager with supporting technical context and timing rationale. Own technical escalation transparency across your portfolio: represent the customer’s technical context internally, coordinate with Support Engineering on critical escalations, and keep customers and pod partners clearly informed through resolution. Support the Executive Sponsor Program - identify accounts that would benefit from an executive pairing, facilitate introductions, coordinate sponsor cadence calls