Description Vice President, Customer Success (International)
Location: London, UK
Reports To: SVP, Customer Experience & Delivery
About The Role We are looking for an experienced and inspiring Vice President of Customer Success to lead our international Customer Success organization across EMEA and APAC. This is a senior leadership role responsible for building and scaling a world-class post-sale customer experience that drives deep product adoption, measurable value realization, and long-term customer loyalty.
This role is purely focused on customer outcomes — not quota-carrying renewals or expansion sales. You will own the customer journey from onboarding through to advocacy, ensuring every customer in your portfolio becomes referenceable, renewable, and expandable through the strength of their experience with our product and team.
What You’ll Do
Team Leadership & Strategy
You will lead, develop, and scale Customer Success teams across EMEA and APAC, building a high-performing organization aligned around a shared mission of customer outcomes. You will set the strategic direction for how the team engages customers at each stage of the lifecycle, and partner closely with regional leadership to ensure the team structure, coverage model, and playbooks reflect the needs of each market.
Customer Outcomes & Value Realization
You will be accountable for ensuring customers achieve their desired outcomes with the product. This means establishing frameworks for success planning, adoption measurement, and business reviews that demonstrate clear, quantifiable value to customer stakeholders. You will champion a proactive, data-driven engagement model that identifies risk early and accelerates time-to-value for new customers.
Product Adoption
You will drive meaningful product adoption across your customer base by working closely with Product, Marketing, and Enablement to translate product capabilities into customer value narratives. You will ensure your team has the tools, training, and content needed to guide customers from initial deployment through to advanced and expanded usage.
Cross-Functional Collaboration
While not responsible for commercial outcomes, you will work closely with Sales, Renewals, and Revenue Operations to ensure seamless handoffs, shared customer intelligence, and coordinated account strategies. You will also serve as a critical voice of the customer to Product and Engineering, surfacing systemic trends that influence roadmap priorities and platform improvements.
Executive Engagement
You will engage directly with executive stakeholders at strategic accounts, building senior-level relationships that reinforce our partnership and create a pipeline of customer advocates and references.
Key Metrics
Success in this role will be measured against a core set of customer health and experience indicators, including:
- Customer retention rate
- Customer satisfaction scores (CSAT/NPS)
- Product adoption rates
- Volume of referenceable and advocate customers in the portfolio
What You'll Bring
Demonstrable experience in Customer Success, with at least 4–5 years in a senior leadership role managing international teams in a B2B SaaS environment.
You have a proven track record of building and scaling CS organizations outside of the Americas, with a deep appreciation for the cultural and operational nuances that come with managing across EMEA and APAC.
You are outcomes-obsessed and data-driven, with the ability to translate customer health signals into clear team priorities.
You are a strong communicator and executive presence, equally comfortable presenting to your own leadership team as you are engaging with a CIO or VP of IT at a customer.
Critically, you understand the distinction between customer success and commercial sales — and you build teams and cultures that earn trust through expertise and value delivery, not pipeline pressure.
Experience with Customer Success platforms and familiarity with enterprise cybersecurity, SaaS infrastructure, or adjacent technology markets is a plus.
Why This Role
This is a rare opportunity to own and shape the international CS function at a company that takes customer outcomes seriously. You will have executive support, cross-functional partners who are aligned on customer health as a company priority, and a team that is talented, motivated, and ready to be led. The work you do here will directly influence retention, growth, and the company’s reputation in market.
The base salary range for this position is £144,000−£216,000 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.