Customer Value Manager

Customer Value Manager
- Hybrid role based in London 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.

Overview Are you passionate about stopping bad things from happening to good organizations? At Mimecast, we do just that—and in Customer Value Management, we go further by making sure every customer realizes real, measurable value from what they’ve invested in.

We are looking for a driven, customer-centric Customer Value Manager to support a portfolio of named mid-market accounts. Based locally to Lexington, Massachusetts, you’ll serve as a trusted technical advisor and work within a three-person account pod alongside an Account Manager and a Renewals Manager. Your focus is clear: drive product adoption and utilization, own technical and value health, and turn the capabilities of our platform into outcomes customers care about.

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

What You'll DoOwn platform adoption, activation, utilization, configuration health, and optimization across Mimecast’s product portfolio, including Email Threat Protection, Human Risk Management, Incydr (Code
42), and DMARC Analyzer.

Advance customers’ Human Risk Management maturity by connecting behavior and attack-exposure data to Mimecast’s HRM framework and recommending targeted awareness-training outcomes.

Own technical and value health across your portfolio, tracking adoption depth, feature utilization, deployment completeness, customer satisfaction signals, and renewal risk.

Quantify and communicate proof of value through adoption metrics, threat-block summaries, HRM progression, and deployment health; prepare technical briefings and lead the value and technical narrative in Business Reviews, on-site EBRs, and executive meetings.

Build trusted customer relationships across technical and executive stakeholders, understand each customer’s environment and definition of success, translate complex security architecture into business value, and represent the voice of the customer to Product Management.

Partner with Account and Renewals Managers to identify churn risk at least 90 days before renewal, lead technical recovery plans, document competitive threats, and support gross retention, net revenue retention, and expansion outcomes.

Identify expansion signals—including unused modules, seat growth, HRM maturity readiness, and compliance gaps—and provide the Account Manager with the technical context and timing rationale needed to act.

Own transparency around critical technical escalations by representing customer context internally, 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 sponsor cadence calls, and briefing Mimecast sponsors before engagements.

Use customer data, health signals, AI-guided insights, and next-best-action recommendations to prioritize work and deliver evidence-based value conversations t You'll Bring Demonstrated success managing a portfolio of mid-market or enterprise accounts with the autonomy and judgment expected of an experienced customer-facing professional, ideally within a security-focused SaaS organization.

Working knowledge of email security architecture, including Secure Email Gateways, Microsoft 365 Defender, DMARC, DKIM, SPF, email routing, and hybrid mail flow.

Familiarity with identity and access management concepts such as Okta, Azure AD, SSO, and SAML, along with how email security integrates into SOC and SIEM/SOAR workflows.

Experience engaging technical administrators,…