Mimecast on cord

Mimecast

Customer Value Manager

External position
London, UK
Hiring internally for Mimecast?
Computer and Network Security
Advanced Email and Collaboration Security
Posted
4 days ago
Checked
cord regularly checks that external positions are still open
10 hours ago

Skills & Experience

Job roles: CSM/Account Manager
Experience level: Mid, Senior, Lead
Core skills considered: Account Management, B2B, Customer service, Customer support, Customer feedback management
Other skills considered: Customer profiling, Escalations handling, Stakeholder Management, Salesforce

Logistics

Base salary: £45K - £65K
Employment type: Permanent
Remote working: Hybrid (up to 3 remote days p/w)
Visa sponsorship: Not available

Job Description

Are you passionate about stopping bad things from happening to good organizations? At Mimecast, we do just that - and in Customer Value Management, we go further, making sure every customer realizes real, measurable value from what they've invested in.

We are looking for a driven and customer-centric Customer Value Manager who is passionate about building strong relationships and delivering measurable security outcomes. In this role you are the trusted technical advisor for a portfolio of mid-market accounts. You work within a three-person account pod - alongside an Account Manager and a Renewals Manager - where your lane is clear: drive product adoption and utilization, own technical and value health, and turn what our platform can do into the outcomes your customers care about.

The through-line of the role: adoption drives outcomes, and outcomes create value.


What You'll Do:

Drive value through adoption & utilization

  • Own platform adoption and drive measurable utilization across your portfolio, so that capability translates into protection and the outcomes each customer invested in.
  • Lead product adoption/activation, configuration health and platform optimization across Mimecast's full product portfolio - including Email Threat Protection, Human Risk Management (HRM), Incydr (Code42) and DMARC Analyzer.
  • Advance each customer's Human Risk Management maturity by mapping behavior and attack-exposure data to Mimecast's HRM framework and recommending targeted awareness-training outcomes.
  • Own the technical and value health score for each account - tracking adoption depth, feature utilization, deployment completeness and customer satisfaction signals.

Prove and communicate value

  • Quantify and package proof-of-value - adoption metrics, threat-block summaries, HRM progression and deployment health - for executive-level consumption, including pre-meeting technical briefings ahead of Account Manager executive engagements.
  • Deliver Business Reviews - including on-site EBRs and executive meetings - in partnership with the Account Manager: own the value and technical narrative and the adoption data while the Account Manager leads the executive conversation and you own all follow-up and action-item accountability.

Be a customer-centric, trusted advisor

  • Build strong external partnerships across your customer base, grounded in a genuine understanding of each customer's environment, objectives, risks, and definition of success.
  • Translate complex security architecture into business-level value conversations for executive audiences without losing credibility with technical counterparts.
  • Represent the voice of the customer internally - capturing and routing feedback to Product Management.

Protect and grow the account, with your pod

  • Proactively mitigate churn risk: identify at-risk accounts 90+ days before renewal, lead the technical recovery plan with your Account Manager, and maintain documented records of at-risk accounts and competitive threats for pod visibility and renewal positioning.
  • Identify expansion signals - unused modules, seat growth, HRM maturity readiness, compliance gaps - and hand them to the Account Manager with supporting technical context and timing rationale.
  • Own technical escalation transparency across your portfolio: represent the customer's technical context internally, coordinate with Support Engineering on critical escalations, and keep customers and pod partners clearly informed through resolution.
  • Support the Executive Sponsor Program - identify accounts that would benefit from an executive pairing, facilitate introductions, coordinate sponsor cadence calls and brief Mimecast sponsors ahead of engagements.

Work with data, tools and AI

  • Use customer data and health signals to prioritize where to focus and to make every value conversation evidence based.
  • Leverage AI-guided insights and next-best-action recommendations to work in a way that is tactical, methodical, impactful and scalable across your whole portfolio.

What You'll Bring:

Essential skills and experience

  • 3-5 years of work experience in a relevant role, with at least 2-3 years managing mid-market or enterprise-level accounts, preferably in a security-focused SaaS organization.
  • Working knowledge of email security architectures: Secure Email Gateways, Microsoft 365 Defender, DMARC/DKIM/SPF, email routing and hybrid mail flow.
  • Familiarity with identity and access management concepts (Okta, Azure AD, SSO/SAML) and how email security integrates into SOC and SIEM/SOAR workflows.
  • Experience working with multiple levels of customer stakeholders - technical admins, CISOs, C-level executives, legal and compliance teams.
  • Demonstrated ability to translate complex security architecture into business-level, value-focused conversations for executive audiences without losing technical credibility.
  • Experience working alongside Account Managers or Account Executives in a named account model, with clear delineation between technical/value ownership and commercial ownership.
  • Ability to collaborate and plan strategically with Account and Renewals Managers to directly support gross retention, net revenue retention and expansion outcomes.
  • Proficiency in customer health scoring, risk management and playbook execution; working knowledge of Salesforce for account activity and opportunity visibility.
  • Excellent verbal and written communication, with the ability to communicate clearly across both technical and executive audiences.
  • Ability to travel up to 25%.

Preferred qualifications

  • Direct experience with Mimecast, Abnormal, Proofpoint, Microsoft Defender for Office 365, or comparable email security or Human Risk Management platforms.
  • Industry certifications: CompTIA Security+, CISSP (Associate or full), CEH, or vendor-specific certifications aligned to email or cloud security.
  • Familiarity with compliance frameworks relevant to Mimecast's key verticals: FINRA, HIPAA, FCA, GDPR, ISO 27001 and SOC 2.
  • Ability to interpret API logs, review connector health and diagnose integration issues without first-level escalation.

The attributes that make this role successful

  • Customer-centric & empathetic - genuinely cares about customers, listens actively, and sees challenges through their eyes.
  • Technically curious & a continuous learner - eager to go deep on the product, the customer's environment and the threat landscape, and quick to learn what's new.
  • Proactive & outcome-oriented - anticipates needs and acts before problems escalate and connects everyday activity to measurable results.
  • Resilient, with grit - stays level-headed under pressure, doesn't take setbacks personally, and keeps finding a way forward on hard accounts.
  • Strategic & analytical - reads the data, sees the bigger picture across a portfolio, and turns insight into a clear plan.
  • Collaborative & influential - thrives in the pod model, builds shared purpose with commercial partners, and guides customers without authority.
  • A credible communicator - equally trusted by technical admins and C-level executives, and willing to offer respectful, honest guidance.
  • Adaptable - comfortable with change and ambiguity, and quick to adopt new tools and AI into how the work gets done.
Customer Value Manager at Mimecast
Position posted 4 days ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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