Senior Customer Success Enablement Manager

The legends in customer success.

Deep curiosity, critical thinking, and a burning desire to see others be successful are core to our team approach. We are looking for individuals who can bring a resilient mindset and a proven execution approach, to be additive to our enablement culture and operating model.

The Senior Customer Success Enablement Manager will own the adoption of best practices across the Customer Success organization. This role also serves to optimize existing and latest programs, learning processes and internal relationships to improve the skillset and outputs of the Customer Success organization to deliver customer value.

What You’ll Do

• Orchestrate meaningful conversations with department leadership and relevant subject matter experts, build and execute a Customer Success Enablement Strategy.

• Facilitate, and manage CS (Customer Success) onboarding and new hire training that equips new team members with resources and tools that will allow them to ramp up effectively, embed best practices and position themselves for success in our value led methodology.

• Facilitate, manage, and design CS learning sessions, skills programs and upskilling initiatives aligned to department development goals, succession planning and to ensure value creation and retention of our customers.

• Improve the “day in the life of…” Customer Success teams through enablement and leadership engagements by leveraging technology, processes, data, and content management to create the insights necessary for decision-making, value creation and continued enablement programs.  

• Codify best practices – Build and maintain a deep understanding of our end-to-end CS processes and supporting technology stack, including use cases, integrations, and customer value.

• Work across the enablement team to establish a robust strategy for communicating change to the field, including inviting feedback from key stakeholders across the leadership group.

• Drive an execution focus to connect cross-functional teams into productive work across the CRO (Chief Revenue Officer) organization and beyond for change management communication and beyond.

• Platform-centric – Work with the enablement platform owners to provide insights about performance and identify opportunities for evolution and improvement.

• Partner with cross-functional stakeholders such as Business Systems, Sales Operations, Commercial Finance and Marketing to identify and optimize sales processes and systems.

What You’ll Need

• Experience as a customer success manager is a SaaS (Software as a Service) business highly desirable.

• 5 to 8 years of experience working in a consulting or program management role with a deep desire for continual improvement by being adaptable and agile.

• Driven by the desire to unlock potential whether it be in people, systems, or processes by leveraging data to identify, codify and implement best practices.

• Work cross-functionally with SMEs to create clarity on message enablement objectives, build scalable and effective message enablement tools and act as the connector between functions in a rapidly evolving environment.

• Lead with confidence with the team's backing, able to challenge the status quo for the team's betterment while seeking feedback.

• Able to distil complex problems into simple narratives and effectively communicate outcomes to a wide variety of audiences.

• Excellent written and verbal communication skills across multiple mediums.

• Identify opportunities to optimize work to be more efficient, scalable, and measurable.

• Experience working with a variety of sales technologies (conversation intelligence, sales automation, sales engagement)

What We Bring

Mimecast is the place where people get to do their best work, their best teamwork, and their greatest learning. The Enablement team’s commitment is to create the opportunities for “greatest learning”!

#LI-Hybrid #LI-MS1

Why Mimecast?

We’re fast thinking. We go big to reach our cyberattack-disrupting goals. And we do what we need to protect the world of business from getting important (and potentially compromising) data stolen. We never leave anyone behind. We deliver quickly – and outstandingly. We’re big on honesty because it makes us better. We’re empowered by our mission. And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare. That’s The Mimecast Way.

And the Mimecast way is also a hybrid-working way. We empower our people to balance their time between home and the office in a way that works best for them, their team, and our stakeholders.

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