Manager, Customer Success

Mimecast; London; On-site; GBP 50,000 - 80,000; Full time

Job summary

Mimecast is seeking an experienced Manager, Customer Success to lead a talented team, drive customer satisfaction, and ensure exceptional customer experiences. This pivotal role requires strong leadership skills and a strategic mindset, focusing on driving adoption and reducing churn in a fast-paced SaaS environment. Join a globally diverse organization recognized for excellence in cybersecurity and human risk management, and make a significant impact in shaping customer success.

Benefits

Globally diverse team

Recognition as a cybersecurity leader

Qualifications

• 7–8 years’ experience in Customer Success or Account Management within a SaaS or technology environment.
• 2–3 years of people management experience in a SaaS company.
• Proven track record in driving customer satisfaction, retention, and revenue growth.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers to deliver exceptional experiences.
• Ensure teams drive product adoption and customer outcomes.
• Define and execute strategies for customer retention and growth.

Skills

Customer Success Management

Team Leadership

Cross-Functional Collaboration

Tools

Salesforce

Gainsight

Job description

Social network you want to login/join with:

Are you a motivated, customer-focused leader ready to take your career — and a high-performing team — to the next level? At Mimecast, we’re on a mission to deliver best-in-class customer experiences while helping organisations around the world maximize value from our cybersecurity and human risk management solutions.

We’re looking for an experienced Manager, Customer Success to inspire and develop a talented team of Customer Success Managers (CSMs). The successful candidate will report directly to the VP of Customer Success for EMEA.

In this pivotal role, you’ll act as both a coach and mentor to your team and a trusted advisor to our customers — driving adoption, reducing churn, and delivering measurable outcomes that lead to long-term success.

If you thrive in a fast-paced SaaS environment, love building high-performing teams, and want to help shape the future of Customer Success at a market-leading cybersecurity company, we’d love to hear from you.

What You’ll Be Doing

• Lead & Inspire: Hire, coach, and develop a team of talented Customer Success Managers to consistently deliver an exceptional customer experience.
• Customer First Mindset: Ensure your team drives product adoption, value realization, and measurable customer outcomes.
• Strategic Execution: Define and execute strategies, objectives, and KPIs that fuel customer retention, growth, and satisfaction.
• Proactive Risk Management: Identify and manage key risks, ensuring early mitigation to protect and grow ARR.
• Cross-Functional Collaboration: Work closely with Sales, Professional Services, and Support to ensure customers achieve the best possible experience.
• Global Impact: Partner with Customer Success leaders across EMEA, North America, South Africa, and Australia to refine processes, playbooks, and best practices.

What You’ll Bring

• 7–8 years’ experience in Customer Success or Account Management within a SaaS or technology environment
• 2–3 years of people management experience in a SaaS company
• Proven track record in driving customer satisfaction, retention, and revenue growth
• Strong cross-functional collaboration skills, with the ability to engage with technical teams, C-level executives, legal, and compliance stakeholders
• Strategic mindset, able to partner with business leaders to influence NRR and D&C outcomes
• Cybersecurity SaaS or SaaS company experience preferred
• Familiarity with Salesforce, Gainsight, or other Customer Success tools

Why Join Mimecast?

• Be part of a globally diverse Customer Success organization of 100+ professionals spanning North America, EMEA, South Africa, and Australia.
• Work for a company consistently recognized as a leader in cybersecurity and human risk management.
• Help shape how we take a good Customer Success function and make it great — through innovation, collaboration, and a customer-first mindset.

Ready to Make an Impact?

If you’re passionate about driving customer success at scale and developing high-performing teams that deliver exceptional value, apply now and be part of our journey to redefine Customer Excellence at Mimecast!