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About the Role

At Mimecast, the Customer Value Management team ensures customers realize measurable value from their investments. This role supports a portfolio of named mid-market accounts, acting as a trusted technical advisor within an account pod. The focus is on driving product adoption and utilization, owning technical and value health, and translating platform capabilities into customer outcomes.

Responsibilities

Own platform adoption, activation, utilization, configuration health, and optimization across Mimecast’s product portfolio.
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 the 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.
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.
Support gross retention, net revenue retention, and expansion outcomes.
Identify expansion signals and provide Account Managers with technical context and timing rationale.
Own transparency around critical technical escalations by representing customer context internally.
Coordinate with Support Engineering.
Keep 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 at scale.

Requirements

Demonstrated success managing a portfolio of mid-market or enterprise accounts with autonomy and judgment, 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, and how email security integrates into SOC and SIEM/SOAR workflows.
Experience engaging technical administrators, CISOs, C-level executives, and legal and compliance teams.
Ability to translate complex security architecture into clear, value-focused business conversations without losing technical credibility.
Experience working alongside Account Managers or Account Executives in a named-account model with clear technical and value ownership.
Strong strategic collaboration and understanding of commercial ownership.
Proficiency in customer health scoring, risk management, playbook execution, and Salesforce account activity and opportunity visibility.
A customer-centric and empathetic approach, technical curiosity, proactive ownership, resilience, analytical thinking, adaptability, and the ability to influence customers and colleagues without direct authority.
Excellent written and verbal communication skills, with credibility across both technical and executive audiences.
Ability to travel up to 25%.

Skills

Email Security Architecture
Secure Email Gateways
Microsoft 365 Defender
DMARC
DKIM
SPF
Email Routing
Hybrid Mail Flow
Identity and Access Management
Okta
Azure AD
SSO
SAML
SOC
SIEM/SOAR
Customer Health Scoring
Risk Management
Playbook Execution
Salesforce
Communication Skills

Location

London
Lexington, Massachusetts

Work Type

Hybrid

Experience Level

Experienced

Education Level

Security or vendor certifications are preferred (e.g., CompTIA Security+, CISSP Associate or full certification, CEH, or credentials aligned with email or cloud security).

Salary/Compensations

£44,000−£66,000

Benefits

Benefits
Incentive plans

About the Company

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.

Equal Opportunity

We are 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.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.