Commercial Customer Value Manager

Job Description

Customer Value Manager | Mimecast

The Tone:
This is a full-time role at Mimecast, located in South Africa. Mimecast develops a comprehensive platform designed to address critical customer objectives, particularly within the cybersecurity domain, offering solutions for email security and other adjacent SaaS product categories. The Customer Value Manager role is pivotal as the primary post-sale relationship owner, accountable for directly translating customer objectives into measurable value realized from Mimecast’s platform, thereby driving retention, adoption, and expansion across a crucial book of business.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: South Africa
• Pay: ZAR 560000–700000 yearly
• Mission: To own a portfolio of Commercial-segment customers, driving retention, adoption, and expansion outcomes by translating customer objectives into measurable value realized from Mimecast’s platform.
• Tech Stack: Salesforce, Snowflake-based reporting, internal risk and account intelligence agents, Mimecast’s AI-enabled reporting and workflow tools, CRM, BI tools

What You’ll Actually Do
• Retention Management: Own all aspects of renewal outcomes across the assigned Commercial portfolio, proactively forecasting risk, identifying and managing at-risk accounts using health scoring, and coordinating with internal teams like Sales, Support, and Deal Desk to secure on-time, at-value renewals.
• Product Adoption & Value Realization: Drive the comprehensive adoption of licensed modules and features by closing utilization gaps identified through product usage data, delivering structured onboarding, conducting adoption check-ins, and ensuring value-realization milestones are met, including promoting AI-enabled capabilities.
• Customer Relationship & Advocacy: Build trusted, multi-threaded relationships with customer stakeholders to enhance satisfaction and advocacy, actively manage Net Promoter Score (NPS) survey follow-up, address detractor feedback, and convert satisfied customers into valuable references, case studies, and save-wire stories.
• Expansion & Commercial Growth: Proactively identify whitespace and upsell or cross-sell opportunities within the existing portfolio, partnering closely with Sales on qualified expansion motions, and effectively positioning incremental value during Quarterly Business Reviews (QBRs) and health checks to support overall commercial growth.
• AI-Driven Account Management & Operations: Apply AI-powered tools, including internal risk and account intelligence agents, to prioritize portfolio activity and inform customer conversations, maintain proficiency with Mimecast’s AI-enabled reporting and workflow tools, and ensure accurate account data, health scores, and activity records across all CRM and reporting systems.

The Must-Haves
• Background: A career level with 3+ years of experience in a customer success, account management, or client-facing commercial role, ideally within a SaaS or cybersecurity environment.
• Experience: Demonstrated ability to effectively manage a multi-account portfolio while consistently meeting or exceeding retention and growth targets.
• Skills: Proficiency in working with CRM and BI tools such as Salesforce and Snowflake-based reporting to track account health and accurately forecast risk; strong stakeholder management and communication skills for building trusted relationships; and the capability to expertly run structured business reviews.
• Bonus: Familiarity with the cybersecurity, email security, or adjacent SaaS product categories would be a distinct advantage.