Manager, Customer Success

Manager, Customer Success page is loaded Manager, Customer Success Apply locations Great Britain - London time type Full time posted on Posted 2 Days Ago job requisition id R5758

Are you a motivated, customer-focused leader ready to take your career - and a high-performing team - to the next level? At Mimecast, we're on a mission to deliver best-in-class customer experiences while helping organisations around the world maximize value from our cybersecurity and human risk management solutions.

We're looking for an experienced Manager, Customer Success to inspire and develop a talented team of Customer Success Managers (CSMs). The successful candidate will report directly to the VP of Customer Success for EMEA.

In this pivotal role, you'll act as both a coach and mentor to your team and a trusted advisor to our customers - driving adoption, reducing churn, and delivering measurable outcomes that lead to long-term success.

If you thrive in a fast-paced SaaS environment, love building high-performing teams, and want to help shape the future of Customer Success at a market-leading cybersecurity company, we'd love to hear from you.

What You'll Be Doing

• Lead & Inspire: Hire, coach, and develop a team of talented Customer Success Managers to consistently deliver an exceptional customer experience.
• Customer First Mindset: Ensure your team drives product adoption, value realization, and measurable customer outcomes.
• Strategic Execution: Define and execute strategies, objectives, and KPIs that fuel customer retention, growth, and satisfaction.
• Proactive Risk Management: Identify and manage key risks, ensuring early mitigation to protect and grow ARR.
• Cross-Functional Collaboration: Work closely with Sales, Professional Services, and Support to ensure customers achieve the best possible experience.
• Global Impact: Partner with Customer Success leaders across EMEA, North America, South Africa, and Australia to refine processes, playbooks, and best practices.

What You'll Bring

• 7-8 years' experience in Customer Success or Account Management within a SaaS or technology environment
• 2-3 years of people management experience in a SaaS company
• Proven track record in driving customer satisfaction, retention, and revenue growth
• Strong cross-functional collaboration skills, with the ability to engage with technical teams, C-level executives, legal, and compliance stakeholders
• Strategic mindset, able to partner with business leaders to influence NRR and D&C outcomes
• Cybersecurity SaaS or SaaS company experience preferred
• Familiarity with Salesforce, Gainsight, or other Customer Success tools

Why Join Mimecast?

• Be part of a globally diverse Customer Success organization of 100+ professionals spanning North America, EMEA, South Africa, and Australia.
• Work for a company consistently recognized as a leader in cybersecurity and human risk management.
• Help shape how we take a good Customer Success function and make it great - through innovation, collaboration, and a customer-first mindset.
• Our Hybrid Model: We provide you with the flexibility to live balanced, healthy lives through our hybrid working model that champions both collaborative teamwork and individual flexibility.

Ready to Make an Impact?

If you're passionate about driving customer success at scale and developing high-performing teams that deliver exceptional value, apply now and be part of our journey to redefine Customer Excellence at Mimecast!

The base salary range for this position is £56,000- £84,000 + benefits. This reflects the minimum and maximum target for new hire salaries for this position. This position may also be eligible for incentive plans and other related benefits. Our salary ranges are determined by role, level, and location. These factors and individual capabilities will also determine the individual pay offered.

DEI Statement

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're proud to be an Equal Opportunity and Affirmative Action Employer, and we'd encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won't affect your application.

Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.

We save companies the embarrassment of awkward data slip ups by disrupting cybercriminal activity. We think fast, go big and always demand more. We work hard, deliver - and repeat. We grow with meaningful determination. And put success well within our reach. We empower each other, live by our values, and always deliver on our purpose. We push each other to be better and expect to be pushed back. This is a community of respect. Where everyone is counted.