Customer Success Manager

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 Overview   

Customer Success Managers (CSMs) are trusted advisors to our clients. The role proactively focuses on client contact, training, and driving consistent use of Mitratech’s standard process, support tools/documents, best practices webinars, and suggested solutions to business pain points. The Client Success Manager is the client’s go-to point of contact during the entire client lifecycle and ensures our clients achieve success and increase their utilization of our applications.  

As a CSM, you can expect to build a deep understanding of the use of Mitratech products to promote better user onboarding, increased user adoption, and ongoing refinement of the solution as needs change over time. You will work closely with various other Mitratech roles as the client makes its way through the client lifecycle. This role does not require any specific sales targets be met, although client retention and growth are the overall goals.  

Essential Duties & Responsibilities:  

• Representing Mitratech to our clients through regular, positive, and professional communication  

• Proactively driving end user adoption through product-focused meetings, tips and tricks, and user adoption check ins  

• Managing a portfolio of renewals with the expectation of expanding the base portfolio through negotiating multi-year renewals, annual price increases, and finding expansion opportunities to collaborate with sales team on to closure.  

• Tracking and documenting clients’ measurement(s) of success throughout the client lifecycle and demonstrating value back to the client as these goals are met  

• Shepherding the projects to completion, collaborating with the right people at the right times internally in Mitratech, as well as on the client side, to make sure that projects move forward  

• Maintaining regular cadence with sales and account management to communicate insights (positive/negative) that could impact the overall client relationship and retention effort  

• Managing and responding to product usage metrics and trends  

• Working with marketing to build strong client advocacy through participation in Mitratech events, thought leadership materials, and other activities  

• Collaborating with every Mitratech department to achieve completion of daily client needs, communicate long-term client needs, and advise on future client efforts.  

Requirements & Skills:  

• Desire to learn and become a subject matter expert in Mitratech software products  

• Ability to manage and execute on multiple, critical projects simultaneously while using your strong business acumen and ability to understand and articulate technical concepts and derive solutions to the clients’ problems  

• Working knowledge of Google software suite, Salesforce.com, and Microsoft products, and willing and able to learn software quickly (no coding necessary)  

• Ability to break down complex issues into constituent pieces and tackle them accordingly  

• Excellent interpersonal and professional communication skills, especially over the phone and during presentations  

• Ability to “connect the dots” both internally and on behalf of your clients to get things done  

• Excellent verbal and written English communication skills  

• Works well in a team environment, as well as independently  

• Customer-centric attitude with the ability to make sound decisions based on customer needs and product knowledge  

• Previous experience in a client success role, including account management or business analysis, is a plus  

• Attention to detail, with the ability to multitask and strong organizational skills  

• Self-motivated and able to work under pressure to deliver high-quality solutions  

Compensation
Mitratech remains committed to equitable and transparent pay practices. Final base salary offered may vary from the range listed and will be determined after carefully considering multiple factors during the hiring process, including location, relevant experience and education, required competencies and skill proficiency level, and review of internal equity. We encourage candidates to apply even if they may not meet all listed requirements.

We will disclose intended pay ranges in our job ads for US-based opportunities. This role can be performed 100% remote anywhere in the US. Anticipated Pay: $80,000 Annually USD + Variable Compensation Plan of $20,000 Annually USD
Total compensation includes US employee benefits and annual bonus eligibility.

Benefits we offer:

• Health, Dental & Vision Insurance
• 401k + Employer Match
• 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
  

The position will remain posted until a candidate has been hired, or we may pull the job ad at any time due to the volume of qualified applicants.
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.