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Senior Customer Success Manager

Remote US

At Mitratech, we are a team of innovators 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 Overview

The Senior Customer Success Manager (CSM) manages a portfolio of accounts and strategic initiatives with the goal of driving customer productivity, value realization, and long-term partnership. CSMs are responsible for customer health, adoption, and retention while supporting revenue growth and long-term customer success.

The Senior Customer Success Manager plays a critical role in supporting enterprise partners and their clients. This role collaborates cross-functionally with Customer Support, Sales, Marketing, and Product teams to ensure successful onboarding, adoption, and long-term success with the platform and related solutions.

This role requires a high level of aptitude, passion, empathy, and product knowledge to drive platform adoption while maximizing client utilization, retention, and outcomes. CSMs provide proactive outreach, Executive Business Reviews, enablement resources, customer coaching, success planning, and continuous education to support client success.

Essential Duties & Responsibilities

  • Drive customer engagement, best practices, methodologies, and retention strategies
  • Serve as the primary point of contact and strategic liaison for enterprise accounts
  • Provide customer training and enablement across the platform and solutions as needed
  • Consult with partners and clients to identify goals, success metrics, resources, and timelines
  • Set appropriate expectations and advise customers on best practices and adoption strategies
  • Own renewals, expansion opportunities, and overall account growth in partnership with cross-functional teams.
  • Partner with Marketing to develop enablement materials and training resources that drive adoption
  • Assist in developing best practices and methodologies for customer engagement and platform utilization
  • Leverage internal tools and collaboration to maintain proactive and consistent client communication
  • Contribute to go-to-market initiatives that increase adoption of services and solutions
  • Track, document, and communicate account information using CRM and customer success platforms
  • Provide regular updates on goals, milestones, adoption metrics, and retention indicators
  • Support development and delivery of Executive Business Reviews and Success Plans
  • Perform other duties as assigned

Requirements & Skills

  • 3-years experience in Customer Success, Account Management, or related client-facing experience
  • Strong customer service, presentation, and relationship management skills with a solution-oriented mindset
  • Exceptional organizational and project management skills
  • Ability to develop clear processes and execute effectively
  • Self-motivated professional with strong work ethic and ability to manage complex issues
  • Ability to identify growth opportunities and strategically expand partnerships
  • Outstanding communication and persuasion skills
  • Experience presenting to executive stakeholders and large audiences
  • Proficiency in Microsoft Office Suite and virtual meeting tools
  • Ability to improve processes and promote quality, accuracy, and thoroughness
  • Ability to analyze data and communicate insights effectively
  • Strong relationship-building skills and commitment to customer success
  • Experience with CRM and customer success platforms (preferably Salesforce)

Education

Bachelor’s Degree required 

Benefits we offer:

  • Health, Dental & Vision Insurance
  • 401 (k) + Employer Match
  • Unlimited PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off
  • STD, LTD & Group Life Insurance
  • Paid Parental Leave
  • Pet Insurance
  • FSA & HSA Options
  • Employee Assistance Program

Perks we offer:

  • Remote Work
  • Career Advancement & Professional Development Opportunities 
  • Employee Recognition
  • LinkedIn Learning Platform

 

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.

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