Senior Director Product - Customer Portal & Platform Experience

Mimecast

52d•$224,000 - $336,000

About The Position

Senior Director of Product - Customer Portal and Platform Experience Position Overview We are seeking an exceptional Senior Director of Product to lead the development and evolution of Mimecast's customer-facing portal and MSP experience - the central hub for our Human Risk Management platform. This strategic product leadership role will be responsible for creating a world-class, unified customer experience that serves as the primary gateway for customers to manage their relationship with Mimecast, administer their products, and consume platform insights. Additionally, you will drive the product strategy for MSP-specific capabilities including usage reporting, analytics, consumption billing, and pooled licensing models that enable our channel partners to effectively manage and monetize Mimecast solutions across their customer base. Reporting to the VP of Product for Platform Services, you will drive the vision, strategy, and execution of products that serve diverse customer segments from small businesses to enterprise organizations, with particular emphasis on managed service providers who represent a critical growth channel for Mimecast. This role requires exceptional strategic vision, deep execution capability, and proven ability to drive cross-functional alignment to transform how customers and partners interact with our platform.

Requirements

10+ years of progressive product management experience in B2B SaaS or enterprise software environments
Minimum 5 years in Director level or higher product leadership roles managing complex, customer-facing products with significant business impact
Proven track record building customer portals, administrative consoles, or similar unified platform experiences from concept through scale
Deep experience serving managed service providers (MSPs) and channel partners, including building multi-tenant solutions, consumption billing models, usage analytics, and partner-facing tools
Demonstrated success delivering products across multiple customer segments including MSPs, resellers/channel partners, and mid-market enterprise (MME) customers
Experience leading commercial model transformations such as transitioning from traditional licensing to consumption-based or usage-based pricing models
Strategic Vision with Execution Excellence: Ability to develop compelling multi-year product vision and strategy while maintaining focus on detailed execution, incremental delivery, and measurable business outcomes
Cross-Functional Leadership: Exceptional ability to drive alignment and results across organizational boundaries without direct authority - proven track record influencing senior leadership, engineering, design, sales, finance, and channel stakeholders to achieve strategic objectives
Commercial & Business Acumen: Deep understanding of SaaS business models, pricing strategies, consumption billing mechanics, and partner economics - ability to connect product decisions to revenue impact and business growth
Customer Empathy: Deep understanding of customer needs with ability to translate qualitative feedback and quantitative data into actionable product strategies
Technical Fluency: Strong understanding of modern web applications, API architectures, data platforms, usage metering systems, billing infrastructure, and software development processes. Ability to work effectively with engineering teams on technical architecture decisions and feasibility assessments
Data-Driven Decision Making: Experience using analytics, A/B testing, and user research to validate hypotheses and measure product success
Platform Thinking: Ability to design for scalability, reusability, and extensibility - experience building products that serve as foundations for broader ecosystems
Communication Excellence: Outstanding written and verbal communication skills with ability to present to C-level executives, tailor messaging to technical and non-technical audiences, and create compelling product narratives
Agile Product Development: Deep experience with modern product development methodologies including continuous discovery, lean startup principles, and iterative delivery

Responsibilities

Strategic Vision & Product Leadership Define and execute a comprehensive product strategy for the customer portal and MSP experience that serves as the unified entry point to Mimecast's Human Risk Management platform
Lead the strategic transformation to consumption-based commercial models for MSPs, including usage analytics, pooled licensing, and transparent billing that aligns with partner business models and drives channel growth
Develop a multi-year roadmap that balances immediate customer and partner needs with long-term platform evolution, ensuring solutions scale to support enterprise complexity and diverse channel requirements
Establish and track key product metrics including user adoption, engagement, feature utilization, consumption accuracy, and business impact measurements
Champion customer and partner needs across the organization, translating market insights, competitive intelligence, and stakeholder feedback into actionable product requirements
Partner with executive leadership, sales leadership, and channel leadership to align product strategy with business objectives and revenue growth targets
Customer Portal Development Relationship Management: Design and deliver capabilities for customers to manage subscriptions, billing, user access, support interactions, and account administration in a self-service manner
Product Administration: Build intuitive workflows for customers to configure, deploy, and manage Mimecast products across their organization with minimal friction
Platform Insights: Create compelling dashboards and reporting capabilities that surface security insights, usage analytics, and actionable intelligence from across the platform
Multi-Persona Experience: Design tailored experiences for different user personas including email administrators, security analysts, compliance officers, and executive stakeholders
Segment-Specific Solutions: Ensure the portal serves the unique needs of small/mid-size customers, enterprise organizations, and managed service providers managing multiple customer tenants
MSP Experience & Commercial Model Consumption Billing & Pooled Licensing: Drive the end-to-end product strategy and execution for MSP consumption-based billing and pooled licensing models. Lead extensive cross-functional initiatives with product teams, IT, data platform, and engineering to capture accurate usage data, aggregate consumption metrics, and report back in ways that are consumable for both internal Mimecast stakeholders and MSP partners
MSP Purchase, Deployment & Coverage Analytics: Design and deliver comprehensive views within the portal that provide MSPs with complete visibility into what they purchased from Mimecast, where they deployed products by end client, and how much coverage they have across their individual customer base. Enable MSPs to effectively bill their end clients with accurate, detailed usage information
Rich Presentation Layer & Analytics: Build sophisticated portal interfaces with advanced search, filtering, analysis, and visualization capabilities that allow MSPs to consume usage and deployment information across their entire customer base. Ensure data can be viewed at aggregate levels and drilled down to individual customer details
API Platform for PSA Integration: Partner with API Platform teams to design and deliver robust APIs that expose usage, billing, and deployment data in formats that MSPs can directly ingest into their Professional Services Automation (PSA) tools and customer contract systems. Make Mimecast services sticky and difficult to displace by seamlessly integrating into MSP operational workflows
Data Accuracy & Reconciliation: Ensure consumption data capture is accurate, timely, and reconcilable - work across engineering and data teams to establish data quality standards, validation processes, and audit trails that support billing accuracy and partner trust
Channel Program Enablement: Work with Channel and Partner teams to understand MSP requirements, competitive dynamics, and market trends that inform product strategy and roadmap prioritization
Cross-Functional Collaboration & Influence Lead extensive cross-functional initiatives spanning product management, engineering, IT, data platform, API platform, and finance teams to deliver consumption billing and pooled licensing capabilities
Partner with Product and Data Platform teams to establish data capture mechanisms, aggregation pipelines, and reporting infrastructure that powers MSP usage analytics and billing accuracy
Collaborate with API Platform teams to design and deliver APIs that enable MSP integration with PSA tools, ensuring data formats, security models, and performance characteristics meet partner operational requirements
Build strong partnerships with engineering, design, platform services, sales, customer success, and support teams to deliver coordinated customer and partner solutions
Work with Finance, Sales Operations, and Billing teams to ensure consumption data flows accurately into billing systems, invoicing is transparent, and revenue recognition aligns with commercial models
Drive alignment across product teams on shared platform components, data standards, and API contracts to ensure consistency and reusability
Influence without direct authority - build consensus and drive decision-making across organizational boundaries through data-driven insights, compelling product narratives, and clear articulation of business value
Execution & Delivery Write detailed product requirements, user stories, and acceptance criteria that enable engineering teams to deliver high-quality solutions
Manage product backlogs, prioritize features based on customer value and strategic impact, and make trade-off decisions under constraint
Partner with engineering leadership on technical architecture decisions, feasibility assessments, and implementation approaches
Drive agile product development practices, participate in sprint planning, and ensure continuous delivery of value to customers
Manage beta programs, pilot launches, and phased rollouts to validate solutions before broad availability
Stakeholder Management & Communication Present product strategy, roadmaps, and business impact to VP of Product, executive leadership, and key stakeholders including Sales, Channel, and Finance leadership
Develop go-to-market strategies in partnership with product marketing, channel marketing, sales enablement, and customer success teams for major product releases and commercial model transitions
Lead customer and partner advisory sessions with strategic MSPs, key accounts, and channel partners to validate product direction and gather insights on market needs
Partner with sales leadership and channel leadership to ensure portal and MSP capabilities are effectively positioned and drive deal velocity and partner satisfaction
Create compelling product narratives and presentations that communicate vision, strategy, competitive positioning, and business value to diverse audiences including customers, partners, and internal stakeholders