Customer Value Manager
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Description
- 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
- 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