Customer Value Manager

Overview

In this role you will serve as a trusted technical adviser driving product adoption and measurable security outcomes across a mid-market portfolio. You’ll work in a three-person pod to translate platform capabilities into customer value, manage adoption health, and support retention and growth. You’ll articulate value through executive-ready insights and business reviews, shaping how Mimecast’s platform protects organizations. This is a hands-on, cross-functional role that blends technical credibility with customer-centric storytelling to accelerate value realization.

Pay / Benefits

• formal and on-the-job learning opportunities
• comprehensive benefits package
• hybrid working model
• potential incentive plans
• career development within cross-functional teams
• collaborative, high-impact environment

Responsibilities

• Drive platform adoption and measurable utilization across the portfolio
• Lead adoption/activation, configuration health and platform optimization across Mimecast products (Email Threat Protection, HRM, Incydr, DMARC Analyzer)
• Advance HRM maturity by mapping behavior and attack-exposure data to the HRM framework and recommending training outcomes
• Own adoption depth, deployment health and customer satisfaction signals for each account
• Quantify and package proof-of-value (adoption metrics, threat summaries, HRM progression) for executive audiences
• Lead Business Reviews with Account Manager, owning value narrative and adoption data
• Build strong external partnerships and translate security architecture into business-level value conversations
• Represent customer voice internally, feeding back to Product Management
• Identify at-risk accounts and expansion signals; coordinate with Account Manager and provide technical context for renewals
• Maintain escalation transparency and coordinate with Support Engineering on critical issues
• Support the Executive Sponsor Program and coordinate sponsor cadence with Mimecast sponsors
• Use customer data and AI-guided insights to prioritize value conversations and actions across the portfolio

Key requirements

• 3–5 years in a relevant role with 2–3 years managing mid-market or enterprise accounts (security-focused SaaS preferred)
• Working knowledge of email security architectures and related tools (Secure Email Gateways, Microsoft 365 Defender, DMARC/DKIM/SPF)
• Familiarity with identity and access management concepts (Okta, Azure AD, SSO/SAML) and how email security integrates with SOC and SIEM/SOAR
• Experience engaging multiple stakeholder levels (admins to C-suite, legal/compliance) and translating security topics into business value
• Proven ability to collaborate with Account Managers/Executives in a named account model and support retention and expansion goals
• Proficiency with Salesforce for account activity and visibility
• Excellent verbal and written communication across technical and executive audiences
• Willingness to travel up to 25%

• Customer-centric and empathetic
• Technically curious and continuous learner
• Proactive and outcome-oriented
• Secure Email Gateways, Microsoft 365 Defender, DMARC/DKIM/SPF
• Okta, Azure AD, SSO/SAML
• SOC/SIEM/SOAR workflows

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