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About the Role
As a Customer Value Manager at Mimecast, you will serve as the trusted technical advisor for a portfolio of named mid-market accounts. Your primary focus will be driving product adoption, platform utilization, and demonstrating measurable customer value, working within a dedicated account pod.
Responsibilities
- 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, owning the technical and value narrative.
- 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.
Requirements
- 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.
- Ability to 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.
- Working knowledge of Salesforce for account activity and opportunity visibility.
- Ability to travel up to 25%.
Skills
- Email Security Architectures
- 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
- Mimecast
- Abnormal
- Proofpoint
- Microsoft Defender for Office 365
- Human Risk Management
- CompTIA Security+
- CISSP
- CEH
- FINRA
- HIPAA
- FCA
- GDPR
- ISO 27001
- SOC 2
- API Logs
- Connector Health Diagnosis
- Integration Issue Diagnosis
Location
- Massachusetts
Work Type
- Full-time
- Hybrid
Experience Level
- Mid-market or Enterprise Account Management
- Security-focused SaaS Organization Experience
Education Level
- CompTIA Security+ Certification
- CISSP Certification
- CEH Certification
- Vendor-specific email or cloud security certifications
Salary/Compensations
- £44,000-£66,000
Benefits
- Incentive plans
- Additional benefits
About the Company
- Mimecast is a cybersecurity company that protects investments in security by disrupting cybercriminal activity.
- The company fosters a fast-paced, high-performance culture built on respect and continuous improvement.
- Mimecast is committed to building an inclusive, diverse community that celebrates and welcomes everyone.
Equal Opportunity
- Mimecast is proud to be an Equal Opportunity and Affirmative Action Employer.
- We encourage applications from individuals of all backgrounds, particularly those from traditionally underrepresented groups.
- Consideration is given equally regardless of race, age, religion, sexual orientation, gender identity, ability, marital status, or nationality.
- An offer of employment will be subject to 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.