Manager, Customer Success - Gauteng, Johannesburg, South Africa - Mimecast

Description

Mimecast's job vacancy, Career and Recruitment

Job title : Manager, Customer Success (people management and customer success experience essential) jobs in Gauteng

Job Location : Gauteng, Johannesburg

Deadline : May 12, 2024

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In this role you will be responsible for understanding Mimecast's customers' desired outcomes and driving the requisite activity in your team to achieve value realisation. You will be responsible for the development and growth of a high performing team of Customer Success Managers and will manage the Customer Success lifecycle through playbooks, best practices and data. You will drive cross functional collaboration and strategic execution as we strive to take a good function, and make it great.

What you'll do

Hire, coach, develop, and lead a team of Customer Success Managers

Ensure a customer first mindset to drive exceptional customer experience and optimal value

Develop and execute against the strategy, tactics, objectives and KPIs needed to deliver success

Aid Customer Success Managers in aligning and managing customer and internal expectations

Identify key risks and barriers to success; own risk management and mitigation

Protect and grow ARR via customer retention and satisfaction programs, and through product adoption and customer enablement

Build and maintain cross-functional relationships with internal counterparts in Sales, Professional Services and Support to ensure an optimal customer experience

Partner with Customer Success leadership locally, and globally, to build and refine processes, systems, and resources to make Mimecast's teams and customers successful

What you'll bring

Years of experience in a Customer Success or Account Management role within a SaaS or technology company

Years of people management in a SaaS company experience

Excellent cross functional collaboration skills; ability to build relationships, network, articulate problems and collaboratively problem solve

Results-oriented with a focus on customer satisfaction, retention, and revenue growth

Ability to collaborate and plan strategically with other leaders in the business to directly assist and contribute to NRR and D&C

Experience partnering with multiple levels of customer stakeholders including technical admins, c-level executives, legal, and compliance teams

SAAS company experience in cybersecurity space preferred

Familiarity with Salesforce CRM, Gainsight and/or other Customer Success tools desirable

*Customer Service jobs in south africa
*Manager, Customer Success (people management and customer success experience essential) in Johannesburg