Senior Customer Success Manager

Position:
Sr. Customer Success Manager

Company:
Mitek

Compensation:
$130,000 - $155,000 a year (eligible for a 20% bonus and a new hire equity grant)

Location:
United States

Employment type:
Full Time

Work Arrangement:
Remote

Short Summary:
Mitek is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. The Senior Customer Success Manager will be responsible for managing strategic enterprise accounts, ensuring customer satisfaction, and driving adoption of Mitek’s solutions.

Responsibilities:
- Manage strategic enterprise accounts and build success plans.
- Monitor customer metrics and account health.
- Partner with account teams to deliver a seamless customer experience.
- Lead Quarterly Business Reviews (QBRs) with executive-level discussions.
- Drive adoption of new features and product releases.
- Navigate complexity and anticipate challenges in large organizations.
- Foster executive relationships and lead escalations during high-stakes issues.
- Champion continuous improvement initiatives.

Requirement:
- Bachelor’s degree or equivalent experience.
- At least 5 years of experience in Customer Success in a SaaS environment.
- At least 3 years of hands-on experience with identity verification or fraud detection technology.
- Proven ability to map complex customer business processes to product capabilities.
- Strong understanding of the SaaS customer lifecycle and engagement strategies.
- Exceptional communication skills and strong organizational skills.
- Willingness to travel domestically up to 25%.

Benefits:
- Universal, supplemental, and private healthcare plan choices.
- Retirement/pension plan contributions and MTK stock plan participation.
- Life event & disability coverage.
- Generous annual leave, company holidays, and volunteer time off.
- E-learning license, tuition reimbursement, and hackathons.
- Home office setup allowance.
- Additional benefits like pet insurance and legal assistance.