Back to jobs
New

Director of Customer Success

Remote US

At Mitratech, we are a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

For over 35 years, the experts at Mitratech have been focused on solving the complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

Job Summary

Our Director of Customer Success is a strategic leadership role focused on maximizing customer value, retention, and loyalty by overseeing a customer success teams, developing customer-centric strategies, and ensuring alignment between customer needs and business objectives. Key responsibilities include building and leading the CS team, designing scalable programs for customer engagement and onboarding, analyzing customer health and feedback to drive product improvements, collaborating with sales, product, and marketing, and ultimately reducing churn while increasing customer lifetime value and advocacy. Manage a team of customer success managers supporting a portfolio of both named and team based accounts.

 

Essential Functions of the Position

The essential functions include, but are not limited to the following:

  • Lead and manage a team with 6-10 direct reports.
  • Recruit, train, mentor, and manage customer success managers and teams to deliver value. 
  • Develop and implement customer success strategies, including onboarding, engagement, and retention programs, to achieve key metrics like customer satisfaction, retention, and growth. 
  • Foster strong customer relationships, turn satisfied clients into advocates, and identify opportunities for upsell and cross-sell to expand business within the customer base. 
  • Translate strategy into performance requirements, processes, metrics, and technology.
  • Work closely with product, sales, marketing, and other departments to ensure unified and positive customer experiences.
  • Monitor customer health metrics, analyze customer feedback, and use data to inform strategic decisions, process improvements, and product enhancements
  • Oversee and optimize the entire customer lifecycle, from onboarding and adoption to long-term engagement and renewal, ensuring customers consistently derive value
  • Drive long-term revenue growth and influence future lifetime value through increased product adoption, higher customer satisfaction, reduced churn, and increased customer advocacy
  • Perform other duties as assigned.

 

Core Competencies

 

  • Strategic Thinking: Ability to develop and execute a long-term vision for customer success and value.
  • Leadership & Management: Proven ability to lead, motivate, and develop a high-performing team
  • Customer-Centric Approach: A deep understanding of customer needs and a passion for delivering positive customer experience
  • Analytical Skills: Proficiency in data analysis to track key metrics and make informed decisions
  • Communication & Collaboration: Strong skills in collaborating and diverse teams and communicating with senior leadership and clients
  • Persuasive Communication & Influencing Others: The ability to plan and deliver oral and written communications that impact and persuade the intended audience(s) as well as the ability to gain others’ support for ideas, proposals, projects, and solutions.
  • Results Orientation: The ability to focus on the desired outcome, setting challenging goals, focusing effort on the goals, and meeting or exceeding them.

 

Experience, Skills, Abilities, Education, and Certifications
[In addition to the competencies listed above, list relevant skills and abilities required for the position. Include:

  • Experience:
    • Critical Criteria:
      • 5 to 7 years in a SaaS environment leading a Customer Success Team.
      • Proficient in Microsoft Office Suite, specifically Excel and PowerPoint.
      • Knowledge of customer service practices.
      • Technical aptitude and ability to learn software programs.
      • Analytical and data driven analysis to optimize renewals, churn, upgrades and upsells.
    • Preferred Criteria:
      • Developing and managing customer success programs at scale through automation
      • Experience in leading both a named portfolio and team-based customer success approach
      • Experience with Customer Relationship Management software such as Salesforce.
      • Experience with Tech-CSM solutions such as Gainsight, Totango or others.
    • Skills and abilities: List items including, but not limited to:
      • Effective communication, presentation and management skills.
      • Exceptional self-starter skills and ability to manage issues and projects to completion.
      • Proven leadership, oral/written communication and problem-solving skills.
      • Solid PC skills including thorough knowledge of MS Word, PowerPoint, Excel.
      • Ability to explore ways to improve and promote quality, accuracy, and thoroughness.
    • Education, or equivalent:
      • Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience

Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com

 

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...
Select...
Select...

Total compensation includes your base salary + any variable, commission, or performance incentives.

Select...

​If yes, you can always opt-out by replying STOP.

SMS/WhatsApp available 

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Mitratech’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.