Customer Success Manager

Mimecast•Lexington, MA

2d•$104,000 - $126,000•Hybrid

About The Position

At Mimecast, we are passionate about stopping bad things from happening to good organizations. In Customer Success, we strive to make things even better for our customers. We are looking for a highly driven and motivated Customer Success Manager who is passionate about building strong customer relationships and delivering measurable security outcomes. In this role, you will serve as a trusted advisor for a portfolio of mid-market accounts. You will work within a three-person account pod — alongside an Account Manager and a Renewals Manager — where your lane is clear: drive platform adoption, maintain account health, and keep your pod partners equipped with the customer intelligence they need to grow and retain the account.

Requirements

3–5 years of work experience in a relevant role, with at least 2 years managing mid-market accounts, preferably in a security-focused SaaS organization
Familiarity with email security fundamentals — including Secure Email Gateways, DMARC/DKIM/SPF, and Microsoft 365 mail flow basics
Experience working with multiple levels of customer stakeholders — including technical admins, team managers, and occasionally senior business leaders
Strong communication skills — verbal and written — with the ability to explain technical concepts clearly to non-technical audiences
Ability to work alongside Account Managers and Renewals Managers in a named account model, with clear role delineation between technical and commercial ownership
Ability to collaborate and plan strategically with pod partners to directly support NRR, gross retention, and expansion outcomes
Proficiency with Gainsight (or equivalent) for health scoring and risk management; familiarity with Salesforce for account activity and opportunity visibility

Nice To Haves

Ability to travel up to 15%

Responsibilities

Building day-to-day customer relationships across your portfolio — serving as the primary point of contact and proactively engaging to drive platform adoption, address issues, and reduce churn risk
Executing deployment health reviews and supporting technical onboarding across Mimecast’s product portfolio — including Email Threat Protection, Human Risk Management (HRM), Insider Risk (Code42), and DMARC Analyzer — in partnership with Professional Services where applicable
Monitoring each customer’s Human Risk Management maturity by tracking behavior data, awareness training outcomes, and module utilization, and recommending configuration adjustments within Mimecast’s HRM framework
Maintaining account health scores in Gainsight — logging feature utilization, deployment status, and risk indicators — and escalating anomalies to your Account Manager or CS Manager as appropriate
Flagging at-risk accounts ahead of renewal, contributing to recovery plan activities in coordination with your Account Manager, and keeping at-risk account records and competitive context current in Gainsight
Supporting Business Reviews by preparing adoption data, utilization summaries, and health metrics, and participating in customer-facing delivery alongside the Account Manager
Surfacing product utilization gaps and early expansion signals to the Account Manager, with context on what is underused and why
Managing technical escalations with transparency — coordinating with Support Engineering, keeping customers and pod partners informed throughout resolution, and maintaining documentation of open issues
Capturing and routing customer feedback to Product Management and internal teams, ensuring the voice of the customer is represented in cross-functional discussions
Supporting the Executive Sponsor Program by coordinating logistics, scheduling sponsor cadence calls, and preparing briefing materials ahead of customer engagements