Director, SMB Customer Success page is loaded Director, SMB Customer Success Apply locations South Africa - Johannesburg posted on Posted 30+ Days Ago job requisition id R4274 Director, SMB Customer Success Are you passionate about stopping bad things from happening to good organizations? At Mimecast, we do just that but in Customer Success, we strive to make things even better for our customers.
Why we're looking for someone like you: We are looking for an experienced Customer Success leader to own and drive the strategy for our high volume / SMB customer base. The Director, SMB Customer Success will be a key member of the Customer Success leadership team, ultimately reporting into Mimecast's Customer Excellence function which is made up of five distinct global teams: Customer Success, Customer Support, Professional Services, Operations, and the Center of Excellence.
As one of the key custodians of Revenue Retention, we are looking for a senior leader with a broad understanding of workflow solutions, industry best practices, supporting technologies and modern methodologies to drive a scaled customer engagement model. Mimecast is a channel first organization, so the ideal candidate will have experience in working with and through trusted MSP's and channel partners. Cross-functional collaboration is critical and demonstrable experience in this area will be important. Data driven at our core, the leader will need to have a solid appreciation for quantitative analysis and decision making.
Team you'll be joining: The Customer Success organization is globally dispersed and diverse, with more than 100 Customer Success professionals based in North America, the UK and Europe, South Africa, and Australia. With peers in EMEA, North America and APAC, the successful candidate will report to the Global Head of Customer Success.
What you'll do: Create and drive a scaled Customer Success strategy for Mimecast's high volume / SMB customer base focused on product adoption, value optimisation and risk mitigationDesign and optimise the scaled customer journey, creating relevant and impactful customer engagement strategies and programs with a focus on product education, enablement, best practices and adoptionUse customer data to design, test and develop a set of playbooks, taking account of customer trendsOwn the process and system design in support of the strategy, including mapping to tools such as Gainsight and SalesforceDefine and uphold a set of global program standards and delivery tactics, ensure adherence to program governance and report back on program KPIs to the wider businessImplement proactive measures to understand and mitigate churn and downsell within the customer baseLead, mentor, and manage a team of Customer Success Managers; set performance metrics based on gross revenue retention, risk mitigation and customer engagement, and hold the team accountable to deliveryOwn and drive cross-functional workstreams, primarily with Sales, Marketing, and SupportBe part of setting the vision for, and contribute to, Mimecast's evolving Channel Partner StrategyWhat You'll Bring: Strong experience in Customer Success, with proven experience working within a scaled or digital motion, and in a people management roleDemonstrable experience in scaling and transforming an organization with a proven track record of galvanizing global teams and leading through changeStrong customer facing skills – adept at acting as an executive escalation point and talking with customers at all levels of an organizationInnovative, agile, creative and self-driven; able to understand a large customer pool and respond to customer needs in a programmatic wayA self-starter - able to work both independently and collaborativelyStrong quantitative/analytical and system skillsExcellent verbal and written communication skillsCyber security experience an advantage#LI-HO
DEI Statement 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. Similar Jobs (1) Manager, Customer Success (people management and customer success experience essential) locations South Africa - Johannesburg time type Full time posted on Posted 26 Days Ago
We save companies the embarrassment of awkward data slip ups by disrupting cybercriminal activity. We think fast, go big and always demand more. We work hard, deliver – and repeat. We grow with meaningful determination. And put success well within our reach. We empower each other, live by our values, and always deliver on our purpose. We push each other to be better and expect to be pushed back. This is a community of respect. Where everyone is counted. This is The Mimecast Way. We are Mimecasters. And we are alive with purpose.
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