Customer Value Manager, Mimecast

• 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
• 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, including Okta, Azure AD and SSO/SAML, and how email security integrates with SOC and SIEM/SOAR workflows
• Experience working with technical administrators, CISOs, C-level executives, and legal and compliance teams
• You can explain complex security architecture clearly in writing and in conversation, connecting technical detail to business value
• 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
• Proficiency in customer health scoring, risk management and playbook execution, with working knowledge of Salesforce for account activity and opportunity visibility

Desirable

• At Mimecast, you'll help customers turn their investment in security into measurable outcomes
• As a Customer Value Manager, you'll be the trusted technical advisor for a portfolio of named mid-market accounts, driving product adoption, platform utilization and customer value
• You'll join the Customer Value Management department and work in a three-person account pod alongside an Account Manager and a Renewals Manager
• Your focus is technical and value health: helping customers use the platform effectively, demonstrating the protection it delivers and identifying where they need support
• Your commercial partners lead the account's commercial relationship
• Drive adoption, activation, configuration health and measurable utilization across Mimecast's portfolio, including Email Threat Protection, Human Risk Management (HRM), Incydr (Code42) and DMARC Analyzer
• Advance customers' HRM maturity by mapping behavior and attack-exposure data to Mimecast's HRM framework and recommending targeted awareness-training outcomes
• Own each account's technical and value health score, using adoption, deployment and satisfaction signals alongside AI-guided insights to prioritize work across your portfolio
• Build trusted relationships around customers' environments, objectives and risks, and represent their feedback to Product Management
• Translate security architecture and adoption data into proof of business value for technical and executive audiences, including briefings ahead of Account Manager engagements
• Deliver business reviews and on-site executive meetings with your Account Manager. Own the technical and value narrative; the Account Manager leads the executive conversation and owns follow-up accountability
• Identify at-risk accounts at least 90 days before renewal, lead technical recovery plans with your Account Manager and document risks and competitive threats
• Identify expansion signals, including unused modules, seat growth, HRM readiness and compliance gaps, and share technical context and timing recommendations with your Account Manager
• Coordinate critical escalations with Support Engineering, representing the customer's technical context and keeping customers and pod partners informed through resolution
• Support the Executive Sponsor Program through account recommendations, introductions, sponsor calls and engagement briefings