Customer Value Manager

This is a fully remote position, open to applicants in Colorado, +3 more states.

📋 Description

• Take charge of platform adoption, activation, utilization, configuration health, and optimization across Mimecast’s product offerings, which include Email Threat Protection, Human Risk Management, Incydr (Code42), and DMARC Analyzer.

• Enhance the maturity of customers’ Human Risk Management by linking behavioral and attack-exposure data to Mimecast’s HRM framework and suggesting targeted awareness-training outcomes.

• Manage technical and value health across the product portfolio, monitoring adoption depth, feature utilization, deployment completeness, customer satisfaction indicators, and renewal risk.

• Measure and convey proof of value through adoption metrics, summaries of threat blocks, HRM advancement, and deployment health.

• Create technical briefings and lead the technical and value narrative during Business Reviews, on-site Executive Business Reviews (EBRs), and executive meetings.

• Establish trusted relationships with technical and executive stakeholders, translating security architecture into business value.

• Serve as the customer advocate to Product Management.

• Collaborate with Account and Renewals Managers to pinpoint churn risk at least 90 days prior to renewal, lead technical recovery strategies, document competitive challenges, and assist in retention and expansion efforts.

• Identify signs of expansion and provide the Account Manager with technical context and timing justification.

• Represent customer context during critical technical escalations, coordinating with Support Engineering, and keeping customers and pod partners informed throughout the resolution process.

• Support the Executive Sponsor Program by identifying suitable accounts, facilitating introductions, coordinating sponsor cadence calls, and briefing Mimecast sponsors.

• Leverage customer data, health signals, AI-driven insights, and next-best-action recommendations to prioritize tasks and conduct evidence-based value discussions at scale.

⛳️ Requirements

• Proven success in managing a portfolio of mid-market or enterprise accounts with the independence and judgment expected of an experienced customer-facing professional, preferably within a security-focused SaaS company.

• 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, as well as the integration of email security into SOC and SIEM/SOAR workflows.

• Experience engaging with technical administrators, CISOs, C-level executives, and legal and compliance teams.

• Experience working collaboratively with Account Managers or Account Executives in a named-account model.

• Proficient in customer health scoring, risk management, playbook execution, and visibility in Salesforce account activities and opportunities.

• Customer-focused and empathetic approach, technical curiosity, proactive ownership, resilience, analytical thinking, adaptability, and the ability to influence without direct authority.

• Exceptional written and verbal communication skills.

• Willingness to travel up to 25%.

• Direct experience with Mimecast, Abnormal, Proofpoint, Microsoft Defender for Office 365, or similar email security or Human Risk Management platforms is preferred.

• Security or vendor certifications such as CompTIA Security+, CISSP Associate or full certification, CEH, or credentials related to email or cloud security are preferred.

• Familiarity with FINRA, HIPAA, FCA, GDPR, ISO 27001, and SOC 2; ability to interpret API logs, assess connector health, and troubleshoot integration issues without first-level escalation is preferred.

🏝️ Benefits

• Benefits

• Incentive plans

• Additional benefits in accordance with company policy and local regulations