Customer Success Manager

About the role

The Customer Value Manager role is a hybrid position based in Lexington, MA. This role supports a portfolio of named mid-market accounts, serving as a trusted technical advisor within a three-person account pod alongside an Account Manager and a Renewals Manager.

Responsibilities

• Own platform adoption, activation, utilization, configuration health, and optimization across Mimecast’s product portfolio, including Email Threat Protection, Human Risk Management, Incydr (Code42), and DMARC Analyzer.
• 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.

Requirements

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.

Working knowledge of email security architecture, including Secure Email Gateways, Microsoft 365 Defender, DMARC, DKIM, SPF, email routing, and hybrid mail flow.

Familiarity with identity and access management concepts such as Okta, Azure AD, SSO, and SAML, along with how email security integrates into SOC and SIEM/SOAR workflows.

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%.

Direct experience with Mimecast, Abnormal, Proofpoint, Microsoft Defender for Office 365, or comparable email security or Human Risk Management platforms is preferred.

Cybersecurity or vendor certifications—such as CompTIA Security+, CISSP Associate or full certification, CEH, or credentials aligned with email or cloud security—are preferred.

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.

Qualifications

Security or vendor certifications—such as CompTIA Security+, CISSP Associate or full certification, CEH, or credentials aligned with email or cloud security—are preferred.

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.

Skills

Customer-centric and empathetic approach.

Technical curiosity.

Proactive ownership.

Resilience.

Analytical thinking.

Adaptability.

Ability to influence customers and colleagues without direct authority.

Benefits

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 are an Equal Opportunity and Affirmative Action Employer, and we welcome you to join us regardless of your background.

Pay

The base salary range for this position is $84,000−$126,000 plus benefits.

Schedule

This role is a hybrid position, combining remote and in-office work.