The Commercial Customer Value Manager (CVM) owns a portfolio of Commercial-segment customers and is accountable for driving retention, adoption, and expansion outcomes across that book of business. The role is the primary post-sale relationship owner for assigned accounts, translating customer objectives into measurable value realized from Mimecast's platform.
What You'll Do
Gross Revenue Retention (GRR)
Own renewal outcomes across the assigned Commercial portfolio, forecasting risk and renewal likelihood in Salesforce/Snowflake-tracked pipelines.
Proactively identify and manage at-risk accounts using health scoring, escalating and documenting mitigation plans through a risk register.
Lead renewal conversations and coordinate with Sales, Support, and Deal Desk to secure on-time, at-value renewals.
Product & Value Adoption (PVA)
Drive adoption of licensed modules and features, closing utilization gaps identified through product usage data.
Deliver structured onboarding, adoption check-ins, and value-realization milestones aligned to each customer's success plan.
Promote adoption of AI-enabled capabilities (e.g. Cybergraph, ABEC) as part of standard account cadence.
Net Promoter Score (NPS)
Build trusted, multi-threaded relationships with customer stakeholders to drive satisfaction and advocacy.
Actively manage NPS survey follow-up, closing the loop on detractor and passive feedback within defined SLAs.
Convert promoters into references, case studies, and save-wire stories.
Expansion ARR
Identify whitespace and upsell/cross-sell opportunities within the existing portfolio, partnering with Sales on qualified expansion motions.
Position incremental value in QBRs and health checks to support commercial growth conversations.
AI Mastery
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 as part of day-to-day account management.
Operational Accountability
Maintain accurate account data, health scores, and activity records across CRM and reporting systems.
Prepare and deliver Quarterly Business Reviews (QBRs) and account health decks for assigned customers.
Contribute account and risk data into team-level reporting on GRR, churn ARR, and downsell ARR.
What Success Looks Like
Portfolio GRR and NRR targets met or exceeded for the assigned book of business.
Product & Value Adoption scores trending upward quarter over quarter.
NPS response and follow-up SLAs consistently met; detractor issues resolved and documented.
Expansion ARR contributed through identified and closed upsell/cross-sell opportunities.
Consistent, confident use of AI-enabled tools in account planning and QBR preparation.
Timely, accurate CRM hygiene and risk register maintenance across the portfolio.
What You'll Need
3+ years' experience in a customer success, account management, or client-facing commercial role, ideally within SaaS or cybersecurity.
Demonstrated ability to manage a multi-account portfolio against retention and growth targets.
Comfortable 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, with the ability to run structured business reviews.
Familiarity with cybersecurity, email security, or adjacent SaaS product categories is advantageous.
The base salary range for this position is 560k−700k ZAR plus benefits. This range represents the minimum and maximum new hire compensation for this role. The position may also be eligible for incentive plans and additional benefits, in accordance with company policy and local regulations. Our salary ranges are determined by role, level, and location with individual compensation also dependent on factors such as qualifications, experience, and skills. Final offers will reflect these considerations and may vary accordingly.
Belonging at Mimecast
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.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
Skills Required
- 3+ years experience in customer success, account management, or client-facing commercial role
- Demonstrated ability to manage a multi-account portfolio against retention and growth targets
- Comfortable 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; ability to run structured business reviews and deliver QBRs
- Proficiency with AI-enabled tools and internal account intelligence agents for prioritization and reporting
- Familiarity with cybersecurity, email security, or adjacent SaaS product categories
Mimecast Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Mimecast and has not been reviewed or approved by Mimecast.
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Fair & Transparent Compensation — Pay is characterized as solid and competitive relative to similar companies, with a wide range of role-based salary outcomes. Compensation satisfaction is reinforced by frequent references to pay feeling fair for the work in multiple contexts.
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Healthcare Strength — Health insurance is repeatedly described as a strong part of the package, often paired with other core benefits. The overall benefits bundle is framed as comprehensive and supportive of employee and family health needs.
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Wellbeing & Lifestyle Benefits — Workplace perks such as flexible hours, hybrid/remote options, free meals, and on-site fitness amenities are consistently presented as meaningful additions to total rewards. These perks appear to materially improve day-to-day employee experience beyond base pay.
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What We Do
Relentless protection. Resilient world. Mimecast (NASDAQ: MIME) was born in 2003 with a focus on delivering relentless protection. Each day, we take on cyber disruption for our tens of thousands of customers around the globe; always putting them first, and never giving up on tackling their biggest security challenges together. We are the company that built an intentional and scalable design ideology that solves the number one cyberattack vector – email. We continuously invest to thoughtfully integrate brand protection, security awareness training, web security, compliance and other essential capabilities. Mimecast is here to help protect large and small organizations from malicious activity, human error and technology failure; and to lead the movement toward building a more resilient world. Learn more about us at www.mimecast.com.
