Customer Value Manager

Join Mimecast as a Customer Value Manager, where you'll be the trusted technical advisor for a portfolio of mid-market accounts. Your focus will be on driving product adoption, platform utilization, and customer value. You'll work closely with an Account Manager and a Renewals Manager in a three-person account pod. Your responsibilities will include advancing customers' HRM maturity, owning each account's technical and value health score, building trusted relationships, delivering business reviews, identifying at-risk accounts, and coordinating critical escalations.

• Driving product adoption, platform utilization, and customer value for a portfolio of named mid-market accounts.
• Building trusted relationships with customers, understanding their environments, objectives, and risks, and representing their feedback to Product Management.
• Identifying at-risk accounts and leading technical recovery plans, as well as identifying expansion signals and sharing recommendations with the Account Manager.

• Use data to see patterns across your portfolio and turn insights into clear plans
• Stay level-headed through setbacks and keep working toward a resolution on challenging accounts
• Experience working with technical administrators, CISOs, C-level executives, and legal and compliance teams
• Familiarity with FINRA, HIPAA, FCA, GDPR, ISO 27001 and SOC 2 compliance frameworks
• Build shared goals with commercial partners, guide customers without formal authority and offer honest, respectful advice
• Stay curious about products, customer environments and the threat landscape, and keep learning as they change
• Anticipate risks, act before problems escalate and connect day-to-day activity to measurable outcomes
• Direct experience with Mimecast, Abnormal, Proofpoint, Microsoft Defender for Office 365, or comparable email security or Human Risk Management platforms
• Ability to interpret API logs, review connector health and diagnose integration issues without first-level escalation
• Working knowledge of email security architectures, including Secure Email Gateways, Microsoft 365 Defender, DMARC/DKIM/SPF, email routing and hybrid mail flow
• Adapt to change and ambiguity, including adopting new tools and AI in your work
• Demonstrated ability to independently manage the technical and value needs of a portfolio of mid-market or enterprise accounts, preferably in a security-focused SaaS organization, balancing adoption, customer health and stakeholder relationships
• Familiarity with identity and access management concepts, including Okta, Azure AD and SSO/SAML, and how email security integrates with SOC and SIEM/SOAR workflows
• Experience partnering with Account Managers or Account Executives in a named-account model with distinct technical/value and commercial responsibilities
• Ability to plan strategically with Account and Renewals Managers to support gross retention, net revenue retention and expansion outcomes
• You can explain complex security architecture clearly in writing and in conversation, connecting technical detail to business value
• Proficiency in customer health scoring, risk management and playbook execution, with working knowledge of Salesforce for account activity and opportunity visibility
• Relevant certifications, such as CompTIA Security+, CISSP (Associate or full), CEH, or vendor-specific email or cloud security certifications