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 

This is an excellent opportunity to join our growing company by supporting our most valued asset – our customers. In this role, you will gain an in-depth understanding of our customers’ operations, goals, and challenges so that you can help them gain the most value from their investments with Mitratech. 

Essential Duties & Responsibilities:

• Relationship Management: 
• Cultivate and maintain strong, executive-level relationships with key stakeholders and decision-makers within a portfolio of strategic accounts. 
• Act as a central point of contact, ensuring seamless communication and collaboration between the customer and our internal teams (e.g., sales, marketing, product, and support). 
• Proactively identify and address customer needs, challenges, and opportunities to solidify the partnership and become a trusted advisor by meeting with A-list customers a minimum of quarterly. 
• Strategic Planning and Execution: 
• Develop and implement strategic account plans with clear short-term objectives and long-term goals. 
• Conduct in-depth analysis of customer needs, industry trends, and the competitive landscape to identify opportunities for upselling and cross-selling. 
• Lead the creation, execution, and presentation of proposals, business reviews, and innovative solutions that demonstrate the value of our products and services. 
• Account Growth and Retention: 
• Drive revenue growth and profitability within assigned accounts by identifying and closing add-on business opportunities. 
• Monitor, analyze, and document key account health metrics (e.g., revenue, customer satisfaction, retention) and provide regular reports to both internal stakeholders and customers. 
• Forecast account and expected renewal performance, and work to exceed sales and retention targets and goals. 
• Provide feedback to product and marketing teams to help shape future offerings based on customer needs and market insights.

Requirements & Skills:

• A minimum of 8 years of ENTERPRISE sales and/or account management experience 
• Customer-driven personality with the ability to initiate, establish, and nurture meaningful business relationships over the phone and in person 
• High energy with the ability to manage multiple competing priorities, with strong project, organizational, problem-solving and time management skills 
• Capable of working independently with minimal supervision and in a team environment 
• Highly effective communication skills that convey professionalism in all written, verbal and in-person meetings 
• Interest and passion for staying on top of industry trends and best practices; up for continuously taking on new challenges 
• Proficiency in Salesforce and all MS Office & Google Office applications 
• Ability to travel to key customer & company events 

Education:                         

• Bachelor's Degree, or equivalent experience 

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.

This role can be performed 100% remotely within the U.S. Anticipated base salary: $125,000 Annually USD + Variable Compensation Plan

Total compensation includes US employee benefits and annual bonus eligibility.

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.

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!

Due to business and compliance requirements, this position is open only to candidates residing in United States. Applications from candidates located outside this region will not be reviewed.

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

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 the listed requirements.

This role can be performed 100% remote anywhere in the US. Fixed salary rate: $160,000 Annually USD + Variable Compensation Plan $30,000 Annually USD

Total compensation includes US employee benefits and annual bonus eligibility.

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

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.