Senior Customer Success Account Manager

Mimecast Lexington , MA 02421

Posted 2 weeks ago


Senior CS Account Managers are responsible for representing the customer within the business, interfacing with all departments to ensure customer delight. A Senior CS Account Manager has the responsibility for a portfolio of Enterprise grade customers. They are the custodians of the experience within that base from a proactive and reactive perspective. The Senior CS Account Manager is a complex, demanding and highly visible role with many outcomes expected.

This person must be organized and reliable at all levels, always delivering on their promises and meeting deadlines being a part of their DNA. They must be flexible, adaptable and able to work under pressure from all areas while producing high quality work that conforms to the demands of a key customer base with extremely high standards and expectations. It requires an individual with good business acumen, strong planning skills, sound technical orientation, excellent relationship building skills and strategic execution ability to drive success.


  • Customer Delight

  • Develop, review and implement Customer Account Plans for the designated base to deliver on the outcomes of the Customer Success Strategy

  • Relationship building through regular customer meetings and/or interaction

  • Being decisive and confident where required to execute on customer requirements within strict time frames in order to delight clients

  • Executing defined CS strategies within the designated customer base.

  • Following up on surveys based on the guidelines provided.

  • Gaining permission from happy customers to use their feedback in various forms of reference activities.

  • Identifying upsell opportunity within the assigned base and ensuring the Upsell Manager is aware and engaged.

  • Customer Retention

  • Protecting ARR via customer retention and satisfaction programs derived from the Customer Success Strategy

  • Build strong relationships to help proactively mitigate the risk of churn. Ensure Mimecast is part of the budget planning process and ensure there are no surprises from our largest customers.

  • Increase the value of the Mimecast service within the customer base by ensuring feature utilization including end user applications.

  • For customers @Risk, regular updates will need to be provided to appropriate management and documented within the CRM System

  • General Customer Management

  • Be a known point of contact for relationship building for these customers, including escalations where required

  • Ability to troubleshoot and solve customer problems where appropriate, alternatively to be able to escalate where required and use additional internal resources as needed

  • Drive customer education through training awareness and attendance, as well as ability to share knowledge and demonstrate or train when required

  • Methodical and diligent record keeping and database management within the CRM system to illustrate engagement levels and value add

  • Relationship building at all levels of an organization through proactive contact including but not limited to:

  • Face to Face engagements with top customers where required

  • Driving one-to-many engagements through events

  • Live telephone conversations as often as possible. One to many communication thru online webinars. Written communication where appropriate.

  • Management of key deployment projects where required in customers, coordinating various parties across the business to deliver on the required outcomes

  • Business and Financial Understanding in order to plan strategically in client base NPV, Cost Benefit Analysis, Cost to acquire, cost to serve

  • Support the Customer Development Manager and Licensing team on renewal negotiation, contract and SLA management.


  • 4 year degree required

  • 10 year's work experience in a relevant role with 2 years in a strategic/enterprise account management role, IT background or a leadership role

  • Fast paced, dynamic and entrepreneurial company preferably SAAS company experience preferred

  • Excellent people skills i.e. ability to build relationships, networking and understanding channel complexities

  • Good administrative skills including:

  • Planning and time management to execute within parameters

  • Risk forecasting and reporting general adherence to internal deadlines

  • Proficiency in MS Office and other business tools to communicate and/or present professionally to customers

  • Great communication skills verbal and written, ability to communicate clearly and effectively

  • Business skills and financial acumen to plan strategically against business levers such as NPV, Margin, C2S etc.

Key Performance Indicators

  • Revenue protection through retention and risk avoidance. Ensuring customers are using the service to obtain the highest value.

  • Customer survey follow-up including CXi NPS and Mood surveys. Increase customer references within the base (including quotes, verbal references, case studies, testimonials, referrals etc.).

  • Management and tracking of customer engagement within the CRM tool including daily interactions and more formal interactions such as service reviews and quarterly business reviews.


We offer a highly competitive rewards and benefits package including private healthcare, dental and life coverage. Mimecast is an entrepreneurial and high growth company which will provide the right candidate with a wealth of career development opportunities. All Mimecasters strive on being high performers, problem solvers, and team players with passion and integrity.

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Account Manager Customer Development


Posted 2 weeks ago

VIEW JOBS 9/5/2018 12:00:00 AM 2018-12-04T00:00 Overview This role is based within our SMB Customer Development team here at Mimecast and we are looking for an exceptional person with strong sales skills. The SMB Customer Development team is a high velocity sales environment that is growing rapidly. The Customer Development teams handle a very rich part of the market and a space where the Mimecast proposition resonates very well. The ideal candidate must be a self-motivated, strong team player with a proven track record of success in generating new business. A good understanding of the corporate technology stack as well as cloud computing will be beneficial. A strong work ethic is vital in this competitive market place. Successful candidates will thrive in a fast paced, agile but well-structured sales environment that is regularly reinventing itself. Responsibilities Key Responsibilities: * Achieve monthly / quarterly / annual upsell revenue. * Work with the Partner / Channel Development team to develop and execute against account plans * Develop and execute against sales activity plans in order to achieve the agreed revenue quota. * Focus on building and maintaining relationships with existing accounts * Responsible for selling new technology into existing customer base and driving incremental revenue opportunities * Business Administration –manage the reporting of the KPI's* and general CRM housekeeping * Sign up to and execute against a set of end to end sales methodology and process. * Monitor and report on activities while providing relevant management information * Liaise and attend meetings with other company functions necessary to perform duties, aid business, and develop organizationally. * Attend trainings and develop relevant knowledge and skills KPI's: * Weekly end user activities * Pipeline stats – pipeline movements * Forecasting accuracy * Customer retention * Account penetration and incremental growth Qualifications Essential Skills and Experience: * Degree level education (preferred but not required) * Minimum 2 plus years IT sales experience (ideally within Email / Messaging / Security / Storage - but not essential) * Proven new business sales achievement against revenue quota. * Ideally with experience of both Direct & In-Direct sales roles. * Understanding of Corporate IT teams and their buying processes Desirable Skills: * Strong business / commercial acumen * Strong communication skills (Written and Verbal) * Results-oriented with a positive outlook * Self-starter, dynamic, confident presentation * A natural forward planner who critically assesses own performance and that of their team members * Thirst for knowledge and a "can do" attitude * Problem solver * Proven team player * Presentable, articulate and adaptable * Tenacious * Comfortable with a high performance and dynamic environment * Ability to be confident and to show humility Reward We offer a highly competitive rewards and benefits package including private healthcare, dental and life cover. Mimecast is an entrepreneurial and high growth company which will provide the right candidate with a wealth of career development opportunities. All Mimecasters strive on being high performers, problem solvers, and team players with inbuilt passion and integrity. If you would like more information about Mimecast please visit our website at We look forward to speaking to you soon! Mimecast Lexington MA

Senior Customer Success Account Manager