Commercial Customer Value Manager (CVM)

Job Description

Customer Value Manager | Mimecast

The Tone:
This is a full-time role at Mimecast, located in Johannesburg, South Africa. Mimecast builds cybersecurity solutions, including email security and AI-enabled reporting and workflow tools, for commercial clients. This role is crucial for ensuring customers realize measurable value from Mimecast’s platform, driving their retention, adoption of features, and identifying opportunities for expansion within their assigned portfolio.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person, Johannesburg, South Africa
• Pay: ZAR 560000–700000 yearly
• Mission: Owns a portfolio of commercial customers to drive retention, adoption, and expansion by translating customer objectives into realized value from the Mimecast platform.
• Tech Stack: Salesforce, Snowflake, CRM, BI tools

What You’ll Actually Do
• Gross Revenue Retention: Own renewal outcomes and forecast risk across the assigned Commercial portfolio, documenting mitigation plans for at-risk accounts.
• Product & Value Adoption: Drive adoption of licensed modules, features, and AI-enabled capabilities by closing utilization gaps and delivering structured onboarding.
• Net Promoter Score: Build trusted, multi-threaded relationships with customer stakeholders to drive satisfaction and advocacy, managing NPS survey follow-up.
• Expansion ARR: Identify whitespace and upsell/cross-sell opportunities within the existing portfolio, positioning incremental value in QBRs and health checks.
• AI Mastery & Operational Accountability: Apply AI-powered internal tools to prioritize portfolio activity and maintain accurate account data, health scores, and activity records in CRM systems.

The Must-Haves
• Background: Mid-level: Core domain knowledge in customer success, account management, or client-facing commercial roles within SaaS or cybersecurity.
• Experience: 3+ years’ experience in a customer success, account management, or client-facing commercial role; demonstrated ability to manage a multi-account portfolio against retention and growth targets.
• Skills: Comfort working with CRM and BI tools (e.g., Salesforce, Snowflake-based reporting) to track account health and forecast risk; strong stakeholder management and communication skills to run structured business reviews.
• Bonus: Familiarity with cybersecurity, email security, or adjacent SaaS product categories.