Customer Value Manager
Mimecast · London · £44,000–£66,000 (stated in the posting)
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.
Overview
At Mimecast, you'll help customers turn their investment in security into measurable outcomes. As a Customer Value Manager, you'll be the trusted technical advisor for a portfolio of named mid-market accounts, driving product adoption, platform utilization and customer value.
You'll join the Customer Value Management department and work in a three-person account pod alongside an Account Manager and a Renewals Manager. Your focus is technical and value health: helping customers use the platform effectively, demonstrating the protection it delivers and identifying where they need support. Your commercial partners lead the account's commercial relationship.
What You'll Do
- 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. Own the technical and value narrative; the Account Manager leads the executive conversation and owns follow-up accountability.
- 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.
What You'll Bring
- 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. You can 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, with working knowledge of Salesforce for account activity and opportunity visibility.
- Ability to travel up to 25%.
Preferred Attributes
- Direct experience with Mimecast, Abnormal, Proofpoint, Microsoft Defender for Office 365, or comparable email security or Human Risk Management platforms.
- Relevant certifications, such as CompTIA Security+, CISSP (Associate or full), CEH, or vendor-specific email or cloud security certifications.
- Familiarity with FINRA, HIPAA, FCA, GDPR, ISO 27001 and SOC 2 compliance frameworks.
- Ability to interpret API logs, review connector health and diagnose integration issues without first-level escalation.
- Stay curious about products, customer environments and the threat landscape, and keep learning as they change.
- Anticipate risks, act before problems escalate and connect day-to-day activity to measurable outcomes.
- Stay level-headed through setbacks and keep working toward a resolution on challenging accounts.
- Use data to see patterns across your portfolio and turn insights into clear plans.
- Build shared goals with commercial partners, guide customers without formal authority and offer honest, respectful advice.
- Adapt to change and ambiguity, including adopting new tools and AI in your work.
The base salary range for this position is £44,000-£66,000 plus benefits. This range represents the minimum and maximum new hire compensation for this role. The position may also be eligible for incentive plans and additional benefits, in accordance with company policy and local regulations. Our salary ranges are determined by role, level, and location with individual compensation also dependent on factors such as qualifications, experience, and skills. Final offers will reflect these considerations and may vary accordingly.
Belonging at Mimecast
Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.
We’re 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.