Customer Value Manager

About Mimecast
The work people build is worth protecting, and it's harder to protect than it used to be. AI agents now move at machine speed with human-level access, and a small slip-up can become a very public one. We disrupt cybercriminal activity before that happens. We think fast, go big, and always demand more of ourselves. We work hard, deliver, and repeat.

We grow with real determination and put success well within reach. We push each other to be better and expect to be pushed back, in a community built on respect, where everyone is counted. Work Protected.

About Mimecast
The work people build is worth protecting, and it's harder to protect than it used to be. AI agents now move at machine speed with human-level access, and a small slip-up can become a very public one. We disrupt cybercriminal activity before that happens. We think fast, go big, and always demand more of ourselves. We work hard, deliver, and repeat.

We grow with real determination and put success well within reach. We push each other to be better and expect to be pushed back, in a community built on respect, where everyone is counted. Work Protected.

Are you passionate about stopping bad things from happening to good organizations? In Customer Value Management, we make sure every customer realizes real, measurable value from what they’ve invested in.

We are looking for a driven and customer-centric Customer Value Manager who is passionate about building strong relationships and delivering measurable security outcomes. As the trusted technical advisor for a portfolio of mid-market accounts, you will work within a three-person account pod alongside an Account Manager and a Renewals Manager. Your focus will be clear: drive product adoption and utilization, own technical and value health, and turn what our platform can do into the outcomes your customers care about.

The through-line of the role is simple: adoption drives outcomes, and outcomes create value.

This role has a hybrid schedule of 2 days in office based in Lexington, MA.

• Own platform adoption, utilization, configuration health, and optimization across Mimecast’s full product portfolio, including Email Threat Protection, Human Risk Management (HRM), Incydr (Code
  42), and DMARC Analyzer.
• Advance each customer’s HRM maturity by mapping behavior and attack-exposure data to Mimecast’s framework and recommending targeted awareness training outcomes.
• Own the technical and value health of each account, using adoption depth, feature utilization, deployment completeness, satisfaction signals, and AI-guided insights to prioritize action.
• Quantify and communicate proof of value through adoption metrics, threat-block summaries, HRM progression, and deployment health for technical and executive audiences.
• Deliver Business Reviews, including on-site EBRs and executive meetings, in partnership with the Account Manager, owning the technical and value narrative and follow-up accountability.
• Build trusted customer relationships by understanding each organization’s environment, objectives, risks, and definition of success, while representing the voice of the customer internally.
• Proactively identify churn risk at least 90 days before renewal, lead technical recovery plans, and maintain clear records of risks and competitive threats with your account pod.
• Identify expansion signals and provide the Account Manager with supporting technical context and timing rationale, while collaborating with Account and Renewals Managers to support retention and growth.
• Own transparency across critical technical escalations, coordinating with Support Engineering and keeping customers and pod partners informed through resolution.
• Support the Executive Sponsor Program by identifying suitable accounts, facilitating introductions, coordinating cadence calls, and briefing Mimecast sponsors ahead of engagements.

• Demonstrated success managing a portfolio of mid-market or enterprise accounts with the autonomy and judgment to own adoption, technical health, risk management, and customer value, ideally in a security-focused SaaS organization.
• Working knowledge of email security…