Customer Value Manager

Mimecast•Lexington, MA

1d•Hybrid

About The Position

In Customer Value Management, we make 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. As the trusted technical 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. Your focus will be 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 is simple: adoption drives outcomes, and outcomes create value. T his role has a hybrid schedule of 2 days in office based in Lexington, MA.

Requirements

Demonstrated success managing a portfolio of mid-market or enterprise accounts with the autonomy and judgment to own adoption, technical health, risk management, and customer value, ideally in a security-focused SaaS organization.
Working knowledge of email security architectures, 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, and with how email security integrates into SOC and SIEM/SOAR workflows.
Experience partnering with technical administrators, CISOs, C-level executives, and legal and compliance teams, translating complex security architecture into clear business value without losing technical credibility.
Experience working alongside Account Managers or Account Executives in a named-account model, with clear technical, value, and commercial ownership.
Ability to collaborate strategically with Account and Renewals Managers to support gross retention, net revenue retention, and expansion outcomes.
Proficiency in customer health scoring, risk management, playbook execution, and Salesforce account activity and opportunity visibility.
Excellent verbal and written communication skills, with the resilience, empathy, analytical thinking, and influence to guide customers and partners through change and challenging situations.
Ability to travel up to 25%.

Nice To Haves

Direct experience with Mimecast, Abnormal, Proofpoint, Microsoft Defender for Office 365, or comparable email security or HRM platforms is valued, as are relevant security certifications and familiarity with FINRA, HIPAA, FCA, GDPR, ISO 27001, and SOC 2.
Ability to interpret API logs, review connector health, and diagnose integration issues without first-level escalation is a plus.

Responsibilities

Own platform adoption, utilization, configuration health, and optimization across Mimecast’s full product portfolio, including Email Threat Protection, Human Risk Management (HRM), Incydr (Code42), and DMARC Analyzer.
Advance each customer’s HRM maturity by mapping behavior and attack-exposure data to Mimecast’s framework and recommending targeted awareness training outcomes.
Own the technical and value health of each account, using adoption depth, feature utilization, deployment completeness, satisfaction signals, and AI-guided insights to prioritize action.
Quantify and communicate proof of value through adoption metrics, threat-block summaries, HRM progression, and deployment health for technical and executive audiences.
Deliver Business Reviews, including on-site EBRs and executive meetings, in partnership with the Account Manager, owning the technical and value narrative and follow-up accountability.
Build trusted customer relationships by understanding each organization’s environment, objectives, risks, and definition of success, while representing the voice of the customer internally.
Proactively identify churn risk at least 90 days before renewal, lead technical recovery plans, and maintain clear records of risks and competitive threats with your account pod.
Identify expansion signals and provide the Account Manager with supporting technical context and timing rationale, while collaborating with Account and Renewals Managers to support retention and growth.
Own transparency across critical technical escalations, 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 cadence calls, and briefing Mimecast sponsors ahead of engagements.